Helping Small Businesses Survive the COVID-19 Crisis
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
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Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
A traditional contact center quality program typically includes a team of experts evaluating frontline associates and business performance through varying customer contact channels such as
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the
Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial
In today’s fast-paced world, the only constant is change. Technology is developing faster than we can learn how to use it, long-established companies are feeling
Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.
Recent research reveals that 81% of businesses strive for the customer experience to be their competitive differentiator, yet only 22% of businesses report that they
