A recent employment survey from Canada paints a bleak picture for today’s employers. The report by Hays, a recruitment firm, indicates that 71% of workers surveyed said they would leave their jobs for better opportunities once prospects and the economy improves. On a more micro scale, 7 out of the 10 employees that managers work […]
HUMAN RESOURCES: Team Well-Being Impacts Productivity and Profitability Read More »
Frontline teams provide the backbone for any customer facing business and with turnover across most industries at 35%-50%, strategies to increase retention are crucial to controlling escalating hiring and training costs. A recent Beekeeper survey of 8000 frontline workers suggested that poor communication was in the top 3 of reasons for dissatisfaction in the workplace.
MANAGEMENT: Technology Can Bridge the Communication Gap Read More »
Call centers are still used as the first point of contact in many industries and maintaining efficient and productive operations is key to achieving results. As AI technology sweeps through the channel, many call centers are facing an uphill battle when it comes to keeping their human staff happy and motivated. That battle starts at
CALL CENTERS: Effective and Efficient Operations Starts at the Top Read More »
Up until a few years ago, the AI acronym appeared mostly in computer and science fiction publications but as of late, the term artificial intelligence has become a hot topic in the business world as one of the hot, forward thinking technologies of the era. It is interesting to note that AI actually is decades
Small Business can Jump on the AI Bandwagon Read More »
Call centers still play a pivotal role in any customer driven business and a recent study (https://www.zippia.com/advice/call-center-statistics) suggested that 88% of customers prefer speaking to a live person over automated responses or navigating complex menu systems. Frustrating or incomplete engagements cause customers to abandon transactions or even worse, take their business elsewhere, causing over $60
An Express Operational Review for Contact / Call Centers Read More »
2024 is marked to be a turn around year for small and medium sized businesses. While economic indicators can’t say for sure, positive momentum in business is expected. One area that could impact the bottom line is human resources. A recent survey suggested that two- thirds of employees would be job hunting this year and
MANAGEMENT: Recognition Leads to Retention Read More »
Business headlines have been dominated by bad news with huge layoffs in the tech sector as well as continued retail and restaurant closures. The negative attention can have taken its toll on frontline workers who usually bear the brunt of company belt tightening. The down atmosphere in business can greatly impact costs and profitability by
Mass Layoffs and Uncertainty Bring a Grim Mood to the Workplace Read More »
Upskilling and reskilling are trending buzzwords in the training world. When it comes to small & medium sized business, these concepts can help keep costs in check through operational efficiency and accuracy as well as drive sales through excellent customer experiences. Frontline staff have a direct impact on costs and profitability and their abilities greatly
TRAINING: Driving Growth by Upskilling and Reskilling Read More »
One of the worst things small & medium sized businesses can experience is called ‘same day attrition’. That is when a new hire quits the position on the first day they start. Posting a job opening, interviewing potential candidates, making offers and training cost time and money and the process has to be repeated when
HUMAN RESOURCES: How smooth is your onboarding process? Read More »
Customer driven small and medium sized businesses rely on their frontline teams and unfortunately, this group takes the brunt in this difficult business environment. Super demanding and difficult customers, potential for crime and shopfitting, shrinking resources, increasing costs and a sketchy economy can easily take its toll on morale and motivation on staff who are
OPERATIONS: Keeping Morale and Motivation Up in Uncertain Times Read More »