Years ago, I worked on a consulting project for a company that was facing customer service challenges. They were convinced the problem was training. So, they brought in a group of consultants to help them determine their training needs.
Ends up, their challenge wasn’t training. At least not entirely. The issue was staffing and scheduling.
That’s why I wanted to share with you this Time Well Spent from our friends at Kronos. Yes, it’s important to be staffing right with the best talent. And it’s important to train employees. But all of that goes out the window if you