Blog: Learning and Knowledge
Recent Posts
Work environments are changing rapidly as companies race to set up virtual operations and ensure employees are ready to perform. Contact center associates are no exception. Companies need a fast...
Contact center associates have long been at the front line of customer issues but historically, companies have not typically tapped their insight for new customer solutions. What if, instead of...
On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change. “It’s going to take collective action from big companies...
In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...
If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...
Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...
Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...
It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...
For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge. At a time when there&rsquo...
Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...