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Small business plays a crucial role in the ecosystem of any modernized economy. In the US alone, it is estimated that 99% of businesses are considered small businesses and these entities power economic activity in business to business and consumer to business marketplaces. 2024 was a robust year for small businesses with 20 million business […]

Contact centers are at the crossroads of demand and technology. A recent McKinsey survey indicated that call volumes were expected to rise in the past year as more consumers prefer to interact with a human at any stage of a transaction. On the flipside, continuing innovations in Artificial Intelligence technology can provide cost effective interaction

The idea of small business usually evokes images of a single owner standing behind a cash register  but in reality, many small and midsize businesses have teams with multiple individuals that deliver critical customer services and operational duties that are essential for day to day operations and revenue generation. Managers and supervisors play a highly

Small businesses are crucial to modern economies and in the European Union alone, 99% of businesses are classified as small and provide 50% of employment in that trading bloc. The past year did prove to be challenging to small businesses but continued resilience and optimism have always been essential traits for successful small business owners

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