When it comes to customer service, personalized interactions are still king and a survey from 2022 (First Orion) suggested that over half of respondents preferred having a phone option for support when an urgent issue arises. The phone is still the first tool consumers turn to when trying to solve problems or get resolution. From […]
Upskilling Contact Center Agents Drives Performance Read More »
Even with the increasing popularity of online shopping, in-store transactions dwarfed e-commerce business in 2023. Last year alone, in-store shopping logged $7.05 trillion in sales versus $1.24 trillion online in the United Stats (CapitalOne Shopping Research). A recent Retail Council of Canada survey indicated that 3 out of 4 consumers would prefer in-store shopping for
SMB Customer Service Check-In Read More »
Back to School officially kicks off a slew of busy seasons for retailers and customer facing businesses. A recent survey by The Retail Council of Canada indicated that 3 out of 4 consumers plan to shop back to school products in person, breathing new life into bricks and mortar operations. Spending is also forecast to
Getting Ready for the Seasons: Retailer’s Operational Check-In Read More »
Small and midsize businesses power most western economies and their size provides an operational advantage. But when it comes to challenges in productivity, SMBs feel negative impacts far greater than their larger counterparts. One of the biggest drivers of productivity and efficiency is team wellbeing and SMBs can use their smaller size to positively enhance
Team Wellbeing Impacts SMB productivity: What’s Your Strategy? Read More »
The outlook for small and midsize business is mostly positive but those organizations that need to hire and fill vacancies are finding challenges in finding qualified and enthusiastic candidates for entry level positions. Cost of living increases and a shrinking labor pool are shrinking the pool of applicants willing to get in ‘on the ground
The SMB Hiring Playbook Read More »
In spite of economic uncertainty, SMBs (Small & Midsize Businesses) have a positive outlook for the coming years but optimizing and streamlining operations still remains a strong priority as costs continue to rise. Adding to the challenges for SMBs is a very tight and contracting labor market, especially for frontline and entry level type positions.
RETENTION STRATEGIES: Starting Off on the Right Foot Read More »
Small and midsize businesses (SMBs) are the engine of any modern economy and, in fact, make up 99.9% of all businesses in the United States. And the outlook for SMBs is rosy as a recent Bank of America report suggested that 65% of SMB owners were optimistic for 2024 and had increased revenue in 2023
Driving SMB Training Effectiveness Through Technology Read More »
Contact centers, or call centers as they have been known, are still a widely used and an indispensable tool for businesses to provide customer service as well as marketing their products or services. Consumer-facing contact centers are wholly dependent on their frontline teams to deliver those interactions and customer experiences can be entirely tied to
Taking the Pulse of Your Contact Center Team Read More »
When it comes to discussing technology, the term artificial intelligence is splashed around a lot, driving businesses and industries to figure out ways to use this up and coming technology. The concept of AI itself is simple, a machine that can learn from past instances and make decisions based on those inputs as well as
Getting Travel New Hires Ready and Working, Quickly, With AI Read More »
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 »