A program to help your contact center staff make the right next move
deliberate dialogue program
A program to help your contact center personal design more meaningful and strategic communication with your customers. Help enable your staff to take ownership of those moments based on behavioral science theory, conversation analysis, and interaction engineering.
Using ethnography to expand your innovation horizons
innovation ethnography
A key aspect of innovation is seeing possibilities beyond that which are visible to others. Likewise, a key to ethnography is being able to see patterns and features that others miss. When taken together, innovation and ethnography can provide a pathway to discovering new opportunities not yet imagined. Innovation ethnography is about how ethnographic awareness can result in creating innovative organizations.
Take boring interviews into compelling conversations with your top performers
ethnographic interviewing for competency capture
This project applies ethnographic interviewing for the purposes of trying to understand what makes your top performers so successful. Turn tacit skills into explicit knowledge through workplace studies, which is an area of ethnography focused on understanding workplace practices.