A claims manager has a stack of cases on her second monitor that she’s been putting off since lunch, and she already knows why. None of them are simple. One photo doesn’t quite match the damage description. One claim has two pieces of documentation that don’t agree with each other, and neither is obviously wrong.Continue reading “The Side Door Is the Whole Building Now”
Author Archives: Vijay Vijayasankar
The Average Is Lying to You
A call center manager pulls up the dashboard the way she does most mornings, coffee still too hot to drink. Automation rate: up. Cost per contact: down. Service level: the best it’s been all quarter. Every number on the screen is green, and every number on the screen is telling her the year is goingContinue reading “The Average Is Lying to You”
Why Everyone Is Busy and Everything Is Late
Every team lead has lived some version of this. People are working long hours. Calendars are wall-to-wall meetings. Everyone seems busy. Yet deadlines keep slipping, leadership is unhappy with the output, managers insist they don’t have enough talent, and the people doing the work are quietly burning out. The instinctive response is predictable: hire moreContinue reading “Why Everyone Is Busy and Everything Is Late”
