The problem most businesses face isn't that agents aren't smart enough; it's that the business often isn't legible enough to ...

Process improvement can be a frightening concept. For many people, it signals the start of a downsizing cycle or at least a period of uncomfortable change. The truth is, process improvement has been a ...

Artificial Intelligence is reshaping the job application process, simplifying some aspects — and creating new potential frictions in others. The introduction of the technology to the hiring and ...

Have you made a decision you regret? Or have you felt stuck making an important choice? We’ve all had those feelings. Making a decision, especially an important one, shouldn't be done impulsively or ...