Plato once said, “You get the behavior you tolerate.” Words spoken 2,400 years ago ring true today. In our competitive marketplace, we can no longer tolerate contact center employee behavior that is ...

Customer centricity and CRM (customer relationship management), though complex, can be understood using a simple analogy. As I noted in July’s column, customer centricity is like the one-to-one ...

There are only half a dozen classes you really need to master to become competent in the world of functional programming. The java.util.function package contains well over 40 different components, but ...