All Posts

Going Off the Rails: How do KPI's Deceive in Leadership? – My Conversation on Next in Queue

🚨 Going Off the Rails: When KPIs Deceive and Processes are Broken We all love a good dashboard. Green lights, up arrows, and metrics...

shmuelsaklad

Aug 8, 20252 min read

Ever feel like you were clear with someone, but you didn’t get what you were looking for? The Leadership Struggle No One Talks About—Poor...

shmuelsaklad

Mar 18, 20253 min read

Sometimes, we move so fast that we don’t realize we’re heading in the wrong direction. Here are three signs that you might be ignoring:...

shmuelsaklad

Mar 10, 20251 min read

The March 2025 edition of The Contact Center Command

shmuelsaklad

Mar 5, 20254 min read