News Articles / Blog Posts

Small businesses are an integral part of the entire business landscape with recent statistics pegging 90% of all worldwide businesses classified as a small business. Small businesses also provide 50% of jobs, essentially powering the entire global economic ecosystem. After a challenging 2024, small business owners and leadership are eager to head into 2025 with […]

Small and midsize businesses continue to prove their resilience in the face of shaky global economic fundamentals. For the first half of 2024, a Statista survey of small business owners indicated that 30% of respondents agreed that their business was in ‘ very good health’, up 3 points from Q223. The positivity continues into 2025

Small and midsize businesses depend on their frontline teams for day to day operations and delivering customer service. The business can see short and long term benefits when Individuals in frontline teams have the necessary skills and organizational habits to do their job efficiently and accurately. With small and midsize businesses in mind, ExpressTrainingSystems.com has

According to the US Chamber of Commerce, October was a tough month for sales in the small business category but in spite of the shaky economics and political transition, US based small businesses remain optimistic towards 2025. Just over half of small businesses surveyed in that US Chamber of Commerce research indicated that they would

One of the more controversial technologies in the contact center industry is artificial intelligence. Will it replace humans completely? Can the technology fully automate contact centers? The machine learning aspect of AI suggests that it is possible but consumers still show a preference to personalized experiences when interacting with brands. A recent Mckinsey survey indicated

Small businesses are the engine of modern economies and in the United States alone, 99 percent of businesses are considered small. Owners play key roles in small businesses and in some cases, are the sole person that handles all aspects of the business. The multi roles that owners take on could be a mitigating factor

Small businesses make up the backbone of most western economies. In the US alone, it is estimated that 99.9% of businesses are classified as small businesses and are considered the engine of economic activity and growth. Small businesses do come in different shapes and sizes but one thing they have in common is that for

Recent National Retail Federation research indicates that retail loss, or shrink, increased 13.2% in 2023, suggesting losses at store or facility level are rising alarmingly. Customer facing businesses are well aware of the ongoing issues with shrink but it is important to note that there are two forms of shrink: External losses caused by shoplifting,

Shaky economies across the globe may impact customer facing businesses in the form of reduced traffic and curtailed spending per visit. For small and midsized businesses, highlighting customer service and identifying opportunities to maximize each and every customer interaction is now a priority more than ever. Research from INVOCA, a leading contact center consultancy, suggested

A Zendesk study from 2023 suggested that 52% percent of consumers would switch to a competitor after only one negative customer service interaction. On the flipside, a Salesforce survey indicated that 92% of consumers would make a repeat purchase after having a positive customer experience. Businesses that depend on selling goods and services for revenue