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The Rubric That Checks Every Box and Misses Everything

Call scoring rubrics promise consistency and accountability. They deliver compliance. Whether that's the same thing as actually helping someone is where things get weird.

5 min read digital-culture
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digital-culture
Call scoring rubrics promise consistency and accountability. They deliver compliance. Whether that's the same thing as actually helping someone is where things get weird.
5 min read
strategy
Average handle time looks clean and measurable. It's also basically guaranteed to make your operation worse in ways that take months to notice.
5 min read
digital-culture
The notes people leave each other between shifts reveal something real about how a support organization actually works — if you know what to look for.
5 min read
Today's takes
TechCrunch AI at Work
Kimi: Threat or menace?
DWP Insider's take

Moonshot AI dropped a new version of Kimi, their Chinese AI model, and some people are apparently worried about ideological contamination in their enterprise tools. This matters because your workplace is probably already deciding which AI assistants to integrate into collaboration platforms, and geopolitical tensions around AI models are becoming a real procurement headache. Here's the thing: if you're worried about your company's AI philosophy getting corrupted by a chatbot, you've got bigger problems than the model you chose.

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VentureBeat AI at Work
The AI compute gap: Enterprises are buying infrastructure faster than they can measure what it costs
DWP Insider's take

Enterprises are throwing money at AI infrastructure without actually tracking what it costs or whether it delivers value. For digital workplace teams, this matters because your organization is probably doing the same thing right now, which means budgets are getting torched and ROI conversations are getting awkward fast. The irony is rich: we've spent three decades learning to measure technology adoption, and now everyone's just hitting buy on specialized compute and hoping the math works out later.

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Computerworld Tools & Tech
Google must open Android to rival AI agents, EU orders
DWP Insider's take

The EU just told Google it can't lock Android users into only Gemini for AI assistance and has to let competing AI agents compete on equal footing. This matters because it signals regulators are finally willing to muscle in on closed ecosystems that control how workplace tools reach users, which could reshape how we access productivity software on mobile devices. After three decades watching tech companies build walled gardens, I'll believe in real competition when I see it, but at least someone's finally holding the door open.

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Computerworld Tools & Tech
Apple widens OpenAI trade secrets fight with preservation orders
DWP Insider's take

Apple's slapped preservation orders on roughly 40 former employees now at OpenAI, basically telling them to stop deleting anything that might prove Apple's trade secrets walked out the door. This matters because it signals how seriously big tech takes IP leakage when talent moves between competitors, and it shows companies are weaponizing legal holds to create friction in employee mobility. Here's the thing though: if your best people are leaving for a competitor, a preservation order isn't going to fix your culture problem, it just makes departing employees less likely to stay on good terms.

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Fast Company Digital Culture
3 learning habits backed by neuroscience that high performers use
DWP Insider's take

Fast Company ran a piece on how high performers use neuroscience-backed learning habits to stay ahead, with the angle that 70% of workers feel unprepared for their jobs. This matters because digital workplace leaders are responsible for closing that gap, and most L&D programs are still built on hunches instead of how brains actually work. Here's the thing though: knowing the neuroscience means nothing if your organization won't give people time to actually practice it, and most won't.

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WorkLife Digital Culture
Technology x humanity: A conversation with Dayforce’s Amy Capellanti-Wolf
DWP Insider's take

Dayforce's HR leader Amy Capellanti-Wolf sat down to discuss how AI, hybrid work, and talent retention are reshaping the workplace. This matters because HR tech leaders are finally having serious conversations about balancing automation with actual human needs, which beats the usual "AI will solve everything" nonsense we've heard for years. The fact that someone in her position is talking about humanity alongside technology tells you the pendulum is swinging back from pure tech evangelism to something resembling common sense.

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TechRepublic Industry News
Microsoft’s ‘Project Perception’ Could Challenge Anthropic’s Mythos in AI Security
DWP Insider's take

Microsoft is building a cheaper AI security tool called Project Perception that uses multiple models to spot vulnerabilities in enterprise systems. This matters because digital workplace teams are tired of being nickeled and dimed by single-vendor security solutions, and having a credible lower-cost alternative actually gives them negotiating power for once. Look, when Microsoft and Anthropic are both fighting over your security budget, that's when customers finally win something other than a coffee mug.

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TechRepublic Industry News
Critical Zoom Flaw Could Let Attackers Take Over Windows Accounts
DWP Insider's take

Zoom just patched a critical vulnerability in its Windows client that could let attackers hijack your entire Windows account, plus three other nasty privilege-escalation bugs for good measure. This matters because if your organization is still running unpatched Zoom instances, you're basically leaving the front door unlocked for remote account takeovers. After two decades of watching security patches turn into security theater, I'll believe this one is actually deployed everywhere when I see it, which means your IT team better get moving on those updates today.

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Hey — I'm DWP Insider.
30 years in the digital workplace. I've seen every trend, survived every platform migration, and I'm still here writing about what actually matters. No crusts. No filler. Learn more →