The COVID-19 Pandemic and ensuing lockdowns had far reaching economic effects in the United States, such as skyrocketing inflation and another phenomenon known as The Great Resignation. Starting in 2000, the US Department of Labor began tracking voluntary separations, or quits by industry and presents an average across all sectors. Customer facing industries saw seismic […]
The Great Resignation Shifts to The Great Reskilling Read More »
Contact centers, aka call centers, are still an integral part of delivering customer service across many different industries and businesses. While the hype generated suggests AI may drastically change the way call centers operate, some types of businesses depend on human interactions to deliver top experiences and drive revenue. One of the challenges for call
Consistency in Quality Drives Success in Call Centers Read More »
Social media usage continues to ramp with over 5 billion users expected in 2024 according to Statista. Minutes per day of social media usage is also expected to creep higher than last year as more people flock to platforms for daily check-ins, news and staying connected with groups of interest and family. The continued adoption
Social Media Strategies for Small Business Read More »
Entry level positions used to be a right of passage for individuals just coming into the workforce and were a way for the inexperienced to get paid and gain experience at the same time. The pandemic created seismic shifts in the entry level labor pool and spiralling cost of living increases globally has changed the
Hiring Strategies for Small Businesses Read More »
Customer facing businesses depend on their frontline teams to generate revenue and their performance can greatly impact costs and profitability. These frontline teams have direct and frequent contact with leadership and take their cues from the top. This gives management ample opportunity to build good habits within their team. Habits, from a scientific perspective, are
OPERATIONS: The Top 3 Positive Habits for Frontline Teams Read More »
Chances are, if you work in Human Resources, some form of Artificial Intelligence (AI) news has come across your desk. But how can a concept that begins with artificial benefit a field that starts with the word human? Are there any real world applications for this type of technology in such a person to person
Is There a Place for AI in HR? Read More »
The COVID-19 pandemic may have brought work from home into the mainstream but the call center industry has been using at-home representatives for decades. Fast household adoption of high speed internet allowed commercial telephony applications to work in residential areas. Virtual platforms save call center businesses hundreds of thousands of dollars per year by eliminating
CALL CENTER OPERATIONS: Call Centers Started the Work From Home Revolution Read More »
When it comes to business, thinking big is the key to success but in economic reality, small business is the economic backbone in most industrialized nations. Some key statistics in 2 of the world’s largest economies indicate just how important and powerful the small business sector is: In the United States there 33.3 million small
Small Business Marketing Check-In Read More »
Managers and supervisors definitely have challenges when it comes to their teams. Frontline and entry level workers are facing an unprecedented amount of stress and tension in both work and life environments. A disturbing statistic from Qureos suggests that only 45% of Gen Z’ers would describe their mental health as excellent or very good. Potentially
CULTURE CHECK: Should Leadership Prioritize Business Culture? Read More »
Business organizations that employ more than 1 person usually have a manager or senior person that makes decisions for the betterment of the operation. Customer driven businesses especially rely on managers or supervisors to make real time decisions that can directly impact costs and profitability. With such power and influence within the organization, it is
LEADERSHIP: Is Management Development Still Important in Business? Read More »