When researching companies, ask what is on their wishlist - Harvey Reese. Also, below are my notes to summarize components of a company when needing to organize your research about a company. I do not recall from where I gathered these notes.

Master the requird skills
work independently
(Agent) proficiency leads to profitability: Proficiency (compliance, customer satisfaction, average handle time)

Standardizations:
Measurments: 
Frameworks:
Mentor (ratio):
Training gap: what I know and what I need to know
Growth goals show progress

To succeed = Ability and motivation

Agents need to see what's coming down the pipeline.

Soft skills: personality, active listening, empathy, confidence.

There is also this article about Dell that offers brief lessons: https://www.cnbc.com/2021/10/06/billionaire-michael-dell-started-his-company-at-19-with-just-1000-here-are-his-top-lessons-for-success.html?__source=sharebar%7Ctwitter&par=sharebar

Link to another similar blog, that has more detail about Business processes and models (even though it stopped around 2012).

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