The SwitchGear team lives inside operational teams, installs change and coaching systems and we are constantly harvesting insights, best practices and learnings. Through SwitchGear Insights we are able to share these insights with those that we know would benefit from this value.

With the increasing demands and complexity put on frontline teams … everybody talks about the WHAT (increase revenue, decrease expense, improve customer experience), we want to focus on HOW this is actually being done, by sharing SwitchGear Insights that have specific actionable value.

Before we begin to share SwitchGear Insights with you out-of-the-blue, here’s a bit of context:

• These will be bite-size, easy to read on your Blackberry - no newsletter, no fluff... just value!
• No sales pitches - if you get value from these insights then we hope you'll give them away to others, think of us when discussing the HOW of driving change, frontline leadership and coaching.
• SwitchGear Insights are Not-for Dummies! (we already wrote Call Centers For Dummies, 2nd Edition). We intend to challenge stale thinking and share what's working for world class operations.

If the insights and tools we offer you are valuable... then great, we helped make a difference for you or whomever you share them with. If they are not relevant for you today, or the learning does not hit-the-mark... then delete it.

Our next blast of value will be on its way shortly - you might want to add us to your "Safe Senders List" so you don't miss the value we'll be sharing with you!

Regards Afshan, Bruce & Winston
Authors of "Call Centers For Dummies, 2nd Edition"