Blog

When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes.

Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world.

Shooting for the Stars? Big Goals Can Lead to Big Failures – Unless They’re SMART.

It’s no secret that modern businesses run on tight budgets, and funding for training and staff development can be scarce. When companies demand constant justification for every development dollar spent, managers struggle with the decision of where to direct their resources. Which employees will gain the most from added support and coaching, and how can you identify them?

An interesting thing happen when Microsoft used AI (Artificial Intelligence) to run their chat forum and letting their teen girl bot answer the forum. Apparently accuracy is critical and cannot be achieved with AI.

Establishing which employees are doing the ‘right things’ and which are doing the ‘things right’ has always been a major challenge in Back Office Operations.

In the last two posts, we discussed how analytics-driven complaint management can help ‘put out fires’ and satisfy the regulators (i.e., detect, manage, monitor, report and remedy customer complaints). Now let’s talk about what we can do to predict and even prevent complaints