Today’s entry level positions are nothing like the past where these easily obtainable jobs were limited in scope, had strictly defined duties and were a key way for a person with zero work experience to gain work experience. Entry level positions in this era are much more dynamic and come with higher expectations for productivity […]
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One industry that depends on effective training is the travel industry. High performing front line teams and guest facing positions are crucial to the successful operation of any travel business but traditional training methods and challenges in hiring qualified staff could create quality and service gaps that would negatively impact guest experiences and brand perception.
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Even with the backdrop of global economic uncertainty and the ongoing trade war, the Small Business Optimism Index managed to rise 3 points in May suggesting the ‘shock value’ of tariffs may be waning. Conversely, respondents of the NFIB’s survey indicated that inventory levels may be too low which could be directly related to Trump’s
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Contact centers still play a valuable role in the overall customer service equation as consumers still show preference to human interactions when call reasons become more complex. Whether it is an inbound or outbound operation or the team is in a sales or support role, actual caller experiences will impact contact center performance, brand loyalty
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Artificial Intelligence (AI) has been a major topic of discussion over the last half decade but during the last year, AI has truly become mainstream as almost every industry embraces the technology in some capacity. The image of AI’s impact on society is far reaching but are there actual real world advantages to the technology
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Mobile device adoption continues to race ahead and when it comes to mobile device usage, a few interesting stats from the World Economic Forum stand in in defining the current state of adoption: 70.7% of the Earth’s population uses a mobile device Mobile data / phone subscriptions hit 8.58 billion in 2022, exceeding the plant’s
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Artificial Intelligence has gained traction in recent years but has also become one of the more controversial technologies. High levels of engagement and natural language processing abilities have led many to speculate that AI will replace humans in many industries and jobs, including contact centers. For those that work in contact centers, this, of course,
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The whirlwind that is Trump economics has had adverse effects on small business in the United Stats but the recent Paychex Small Business Employment Watch report painted somewhat of a stable picture as hiring remained steady in April, indexing slightly higher at 100.02. What’s to come over the next few months is anybody’s guess but
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The term culture in the causal sense refers to shared beliefs within a group but is not limited to the sociological field. Culture can easily be defined in the business world and many large companies spend time and resources strictly defining ‘business culture’. Small and midsize businesses can realize significant positive impacts by establishing and
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In 2023, there were over 358 million small and midsize businesses globally which accounted for 90% of all businesses worldwide. SMBs created and provided 50% of all jobs on the planet and are key players in the economic ecosystem. An international trade war and ensuing tariffs from the United States has created rafts of instability
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