Whose Chatbot Is It, Anyway?
Everyone knows customer service is increasingly automated and impersonal—that’s a “dog bites man” story. It’s not news because it happens all the time. When a man bites a dog, that’s news.
The Test to Use Before All Other Tests
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Photo by Naser Tamimi on Unsplash.
When presented with a collection of data from operations or production, many will start their analysis by computing descriptive statistics and fitting a probability model to the data. But before you do this, there’s an easy test that you need to perform.
Researchers Help Robots Navigate Uncertain Environments
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MIT researchers developed an algorithm that can automatically select the best shortcuts for a robot to take on its way to a destination that will reduce the overall travel time while limiting the likelihood that the robot will meet an impassable obstacle. Image: Jose-Luis Olivares, MIT; iStock
If a robot traveling to a destination has just two possible paths, it only needs to compare the routes’ travel time and probability of success.
Are You Telling Customers You Don’t Care If They Die?
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Medical Device Recalls Outpace All Industries
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FDA product recalls are on the rise in the post-pandemic era. Photo by National Cancer Institute on Unsplash.
The U.S. Food and Drug Administration (FDA) emphasizes the importance of being prepared for device recalls.
The Perversion of the ‘Stay Bonus’
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You just paid big bucks to hang onto managers who ran the business into the ground. Why on earth would you do that? Photo by Bermix Studio on Unsplash.
Organizations that use “stay bonuses” as a retention tool could be making a huge mistake. Instead of letting poor performers go, they pay tons of money to keep them.
Get Beyond Talk of ‘Culture Change’ and Make It Happen
Calls for cultural transformation have become ubiquitous in the past few years, encompassing everything from advancing racial justice and questioning gender roles to rethinking the American workplace.
Top Considerations for Compliance Management Tools
Implementing an automated compliance management solution is a mammoth undertaking with high stakes and potentially high returns for those who navigate the process successfully.
Customer-Hostile Policies Feed Customer-Hostile Cultures
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Photo by JESHOOTS.COM on Unsplash.
It’s important to have customer-friendly policies if you want to have a great customer service culture. Your policies drive team behaviors, so be sure they’re consistent with the brand you want to put forward.