News Articles / Blog Posts

MANAGEMENT: Technology Can Bridge the Communication Gap

News Articles / Blog Posts /

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. […]

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CALL CENTERS: Effective and Efficient Operations Starts at the Top

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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

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An Express Operational Review for Contact / Call Centers

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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

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Mass Layoffs and Uncertainty Bring a Grim Mood to the Workplace

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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

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TRAINING: Driving Growth by Upskilling and Reskilling

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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

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OPERATIONS: Keeping Morale and Motivation Up in Uncertain Times

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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

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