How to deliver a consistently great customer experience AND achieve employee engagement
“Sir, please kindly hold on the line while we check on the status of your enquiry.” Music starts playing in what seems like an endless...
Towards a Lights-Out Shared Services
Automation is much more pervasive in our business world than we often imagine. Take lights-out manufacturing for example. This involves...
RPA that is so easy, every employee can use it
We met with the C-level executive of a major outsourcing firm recently. He shared that Robotic Process Automation (RPA) has been...