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Why I believe we need to rethink how we measure Customer Support Services


I told him that I ran a global customer support organization and we ended up talking about how to measure success and the metrics typically used to drive a support organization. All our metrics and measurements are around that single currency. Traditional support then focuses on sickness recovery management, and we use bed turnover rates, time to recovery, quality of diagnosis and treatment as the metrics.

Expert’s Top Tips for Training a Retail Workforce for the Holiday Season


The National Retail Federation (NRF) President and CEO Matthew Shay estimates that retailers will hire 650,000 seasonal workers for the 2018 holiday period, up 10% from 2017. Currently, I am Skillsoft’s retail industry principal.