Sun Tzu And The Art Of Contact Center Planning
Contact Center Pipeline, Thursday, May 1st, 2025
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
To paraphrase a paraphrase, 'The effective general makes sure his army has ample resources, he manages those resources wisely, and actively controls his forces. He trains his troops and his soldier's specialties, sets up supply lines, or, better yet, forages for his enemy's resources.
'He makes sure that his army is ready at the right time - but not too early - the troops should be available just-in-time. He develops a strategy.'
Isn't this just like managing contact centers?