Confidence is king. Trainees need confidence! What changes an interaction from a minimal communication to a truly engaging, superior interaction? The answer […]
Read moreAccording to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are […]
Read moreIn business school, a commonly spoken mantra is that team leaders can delegate virtually every aspect of their work — […]
Read moreServant leadership is buzzing in business circles, and for a good reason, it works. Servant leaders understand the value of […]
Read moreAccording to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial […]
Read moreAs traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift […]
Read moreAccording to IBM and the Ponemon Institute, 50% of data breaches in the financial sector are caused by malicious or […]
Read moreCompanies offering inbound call center services often train their employees to believe that the customer is always right. When it […]
Read moreWorking in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, […]
Read moreProactive customer service is about foreseeing client needs and meeting them before they have to ask. This type of service […]
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