Category: Customer Service

Jun 22, 2026

Errol Allen

Organizations spend enormous amounts of time trying to improve processes. They launch improvement initiatives. They implement new software. They redesign procedures. They develop training programs. They create SOPs. They establish KPIs. Yet many of these efforts fail to deliver the expected results. Why? Because organizations often attempt to improve processes they haven’t fully validated. The […]

Jun 01, 2026

Errol Allen

A common mistake in operations is creating SOPs before the workflow has been mapped. On the surface, this feels productive. Teams want consistency, so they begin documenting procedures quickly. They gather input, write steps, organize folders, and build templates. The result often looks structured. But many of those SOPs are built on assumptions instead of […]

May 27, 2026

Errol Allen

  A common mistake in operations is creating SOPs before the workflow has been mapped. On the surface, this feels productive. Teams want consistency, so they begin documenting procedures quickly. They gather input, write steps, organize folders, and build templates. The result often looks structured. But many of those SOPs are built on assumptions instead […]

Nov 02, 2025

Errol Allen

You can’t improve what you don’t measure.Yet many organizations rely on opinions and assumptions when evaluating employee performance. Leaders say, “She’s doing great” or “He seems off his game”—but without measurable standards, those observations are guesswork. If your goal is accountability, consistency, and growth, you need objective performance measurement. That’s the foundation of effective management—and […]