“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” Aristotle A habit can be thought of as a pattern of behaviour that happens automatically… read more →
A core aspiration of the Victorian Government, and the public service that supports it, is to deliver a healthy economy. Many positive outcomes flow from that aspiration in terms of community… read more →
Most contact centre quality management programs depend on comparison of recorded customer calls against criteria reflected by a common “best practice” standard. The comparisons are usually made by dedicated Quality… read more →
“Because simplicity seems easy we believe it is easy to achieve. When it is not easy to achieve we give up too quickly.” (Edward de Bono, 1998, Simplicity) When it… read more →