There is one equation every retail store, call center, traffic, airport or hospital manager should know by heart. No, it’s not E = mc². The one I had in mind is this: W = 1 / (μ – λ) It may not look like much, but it can mean the
En este mundo interconectado en el que vivimos, ser un competidor fuerte en la economía digital es, además de importante, clave para alcanzar grandes resultados. Por tener gran influencia en los procesos internos de gestión, así como en las operaciones que se desarrollan de cara a los clientes, la Analítica
Do you ever stop and think about why it’s so hard to get really great customer service? As consumers, most of us are making transactions all day long, but it’s rare that someone actually surprises or delights us. More often, we rack up negative experiences. Think of what it’s like
