Monthly Archives: November 2012

Call Center Best Practice

Most call centers have scripts and force their reps to try to upsell customers to generate additional revenue.  The best practice is to not measure call times and don’t force a conversation into an upsell opportunity.  It should happen naturally.  … Continue reading

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Asian Hedge Funds Becoming More Sophisticated

Asia’s record level of bond issuance is luring the region’s start-up hedge funds into fixed income, altering a focus on equities and signaling that Asia’s hedge-fund industry is slowly maturing.  Hedge funds in the region have traditionally been largely what … Continue reading

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ABC’s Unique Position and Strategy

Becoming a top-notch commercial bank has always been a solid aspiration at the heart of Agricultural Bank of China (ABC).  In order to achieve this goal, ABC’s strategy is to facilitate agricultural development, tap into urban and rural synergies, integrate … Continue reading

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The Reasons for the Collapse of Complex Societies

The main reason complex societies collapse is that complexity – like other human endeavors – eventually suffers from diminishing returns.  Complex societies are problem-solving machines.  They tackle one problem after another by marshaling a society’s resources toward solutions.  In the … Continue reading

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Another Set of Important Questions

What will happen when oil supplies fall behind demand?  We have built our modern civilization on the premise of unending growth – growth that needs energy.  We have built a complex civilization that requires increasingly large amounts of energy to … Continue reading

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An Important Fundamental Question

The most important question raised by a financial crash is why so many intelligent people – professionals and non-professionals alike – did not see the bubble for what it was.  What fooled them into pursuing such a mad course of … Continue reading

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Oil Industry Facts

People think of the oil industry as this backward, nineteenth-century industry with people randomly drilling holes.  But in fact, next to the military, it’s emerged as probably the biggest consumer of computer technology in the world. Demand for oil is … Continue reading

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