1. Introduction Global supply chains have become complex and interdependent. With the rise in economic, climatic, and political uncertainties, these chains are increasingly exposed to […]
AI and Robots: Progress for All or a Future for the Few?
The use of AI and robots to enhance human capabilities can be extremely beneficial to humanity. When these technologies are applied with the goal of […]
Internal Communication as a Strategic Pillar
Introduction Companies that neglect internal communication don’t just misinform — they disrupt culture, sabotage strategy, and reduce engagement. Studies show that a significant portion of […]
Before Strategy Comes Culture
Introduction Many companies invest heavily in strategies, processes, and technologies, believing these elements alone ensure success. However, visionary leaders and organizational behavior experts have shown […]
The Power of Healthy Conflict: How Constructive Disagreement Drives Decision-Making and Innovation
Introduction “If everyone is in agreement, I propose we postpone the decision to the next meeting to generate some disagreement and perhaps better understand the […]
Agential AI: Concept, Applications, Benefits, and Trends
Introduction Artificial Intelligence (AI) has been evolving rapidly, driving transformations across various sectors such as healthcare, security, financial services, and manufacturing. Within this context, Agential […]
Assistive Technology: Inventions that Transform Mobility and Inclusion
Introduction Assistive technology has played a crucial role in promoting inclusion and accessibility for people with disabilities. With advancements in Artificial Intelligence (AI), robotics, and […]
Efficiency Levers to Optimize Digital Contact Centers
To enhance the performance of digital contact centers (WhatsApp, Web Chat, Email, Social Media, etc.), companies must optimize operations on multiple fronts. Below is a […]
Productivity KPIs in a Digital Contact Center
Productivity KPIs in a digital contact center measure the effectiveness of agents and systems in efficiently handling customer interactions while achieving business objectives. These KPIs […]
Performance Indicators (KPIs) in Digital Contact Centers: Measuring Efficiency and Quality in Customer Service
Performance Indicators (KPIs) are essential tools for measuring the efficiency and effectiveness of a contact center, especially in a digital environment where multiple channels are […]