Customer facing businesses are feeling the wrath of souring consumer sentiment and spending pullbacks. Returning inflation in major markets combined with general global economic pressures are driving businesses to explore ways to maximize each customer opportunity as overall traffic slows. Small and medium sized businesses can look at customer service processes and policies as well […]
A Check-In on Customer Service Read More »
One of the more daunting challenges for small and medium sized businesses is hiring and training new people. Vacancies in smaller organizations have greater impact on productivity and efficiency but the entire process is costly and time consuming. Hiring and training for entry level positions is even more challenging as competition for quality candidates is
Turnkey Training Benefits Small and Medium Sized Businesses Read More »
When it comes to customer service, consumers still prefer speaking to a live person to purchase goods and services or to resolve problems. A recent survey suggested that consumers prefer doing business with a live person versus an automated system. This bodes well for the contact center industry but to ensure productivity and efficiency, leadership
Call Quality Checklist for Contact Centers Read More »
On April 1st, 2024, the state government of California enacted a law that mandated a minimum $20 per hour wage for workers in the fast food industry. The law has specifics as to number of outlets and customer volume but the law quite simply boosts fast food worker’s pay to $20 per hour. California is
Are Entry Level Jobs Disappearing in California? Read More »
When it comes to rising operational costs, small and medium sized businesses see greater impacts to their profitability. Customer facing businesses are also facing a talent shortage as entry level positions become less financially viable. Business owners and managers are prioritizing operations and are adopting leadership methods that maximize efficiency and productivity from their existing
Driving Productivity by Elevating the Worker’s Experience Read More »
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 »