The way forward depends on work friction data It’s clear that many healthcare contact centers suffer from work friction. But it’s important not to assume where work friction exists.

Most companies don’t collapse from a single catastrophic mistake. They decline slowly, as unseen friction builds up. Market ...

Work Advice: Friction between leaders makes project a time bomb A disgruntled contractor and an absentee manager threaten the viability of a project. How can we head off disaster?