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Have You Been to Automation Hell Lately?

by Tom Keenze

Why do so many companies believe that having a machine greet their customers is more desirable than having a real person answer the telephone? Depending on what business you are in, an automated call director (ACD) could be costing you more than you might imagine.

Have You Earned the Right to Lead?

by John Hamm

Just because you have been granted authority doesn’t mean you’re getting the full, collaborative engagement of your teams. Here are 10 destructive mistakes that would-be leaders make, and how to stop making them.

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