For many brands, contact centers are still a critical part of the customer service equation. Both inbound customer support and outbound campaign initiatives are key sources of revenue for business and contact center performance has a direct impact on business costs and profitability. At the core of contact center operations is the agent and in […]
Contact Center Agent Empowerment Drives Performance and Productivity Read More »
There has never been a time where business news has literally become the top stories of the day, week and month. Trump’s administration has enacted wild, aggressive, and somewhat archaic, tariff policies in a bid to shore up domestic production and improve the US’s economic prowess globally. In the digital age, things are measured in
SMBs and Navigating the Trade War Read More »
Artificial Intelligence based technology has stormed into the mainstream and many industries are adopting the technology to improve efficiencies and drive business. The travel industry, specifically, has seen massive waves of AI adoption in both consumer facing technology and operational infrastructure. AI can indeed, bring benefits and efficiencies to travel business as its high level
Next Generation Speed and Effectiveness in Travel Training Read More »
The current landscape for small and midsize businesses offers more questions than answers and that uncertainty has translated into another month of declines for NFIB’s Small Business Optimism Index. Ratcheting down to 100.7, February’s index represents a 4 month low and another decline from January. While the mood may be grim among owners, it also
Improving Performance on the Front End Read More »
Small and midsize businesses depend on entry level positions for day to day operations and these positions usually include manual business specific tasks and customer service type duties. Vacancies and ineffective training can create service gaps that negatively affect productivity and ultimately, profitability. SMBs continue to see challenges in hiring for entry level type positions
Machine Learning Improves Upon Traditional Training Methods Read More »
Recent economic events have somewhat soured the mood of owners as the NFIB’s Small Business Optimism Index fell to 102.8 from December’s upward tally of 105.1. Trump’s tariff strategy has a direct and negative impact on small businesses as operational costs rise and consumer spending slows in the face of a possible US recession. In
Ramping Up the Marketing Machine in the Face of Uncertainty Read More »
Small business is the foundation of any modern economic ecosystem and in most markets, the majority of businesses are classified as small. The Small Business Administration indicates that 99.9% of all businesses in the US are small businesses, most of them owned and operated by a single individual. The challenges of owning a small business
Top 3 Technology Trends for Small Business in 2025 Read More »
Artificial Intelligence (AI) has certainly made its mark in the media with the terminology being used more frequently and across different mediums over the last few years. Valuations are also ramping as the AI market was worth $454 billion (USD) in 2023 and is set to grow to over $2.5 trillion by 2032. The growth
AI Technology That Drives Small Business Read More »
Small and midsize businesses depend on entry level workers to maintain day to day operations as well as deliver customer service for those businesses that are consumer facing. The pandemic created seismic shifts in the labor market and hiring for entry level positions has become much more difficult. Effects of the ‘Great Resignation’ still linger
More With Less: Focusing on Development Read More »
Small and midsize businesses depend on frontline teams for day to day operations. Businesses that are customer facing have even more reliance on their frontline personnel to deliver critical customer service and other revenue generating duties. The challenge facing SMBs is the high turnover rates among frontline units that can reach 60% in some high
AI Technology Can Deliver Advances in Training Effectiveness Read More »