RESEARCHES

INDUSTRY RESEARCHES

Adding new insights and data points to the discussion is a strategic imperative for the increasingly complex business world. This page is dedicated to this endeavor and will take as success the contribution of fresh ideas and deep explorations into the ‘art of possible’ and what it means to work backwards from the point of ‘yes’.

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Impact of Call Centre Internal Brand Management on Agent Attrition
Overview This article summarizes my 2018 MBA dissertation, which researched the impact of call center Internal Brand Management (IBM) on Jamaican agent attrition. I received a Merit Award for this body...