July 30, 2021

Live Chat Agents Are Now Part of the Frontline in Sales and Service Before 2020, many businesses viewed the live chat feature of their website as a “nice to have” component of customer service. The global pandemic and lockdowns, however, changed that thinking overnight. Now 75% of people prefer live chat over any other channel,...

July 27, 2021

Employers are wary of using assessments during their hiring process. But why? Employers have been led to believe that assessments, by default, create a poor candidate experience. And that can be true, if the pre-hire assessment is poorly designed, misused, or confusing to candidates. But an assessment that measures what it claims to measure and...

May 21, 2021

In our most recent blog series, business writer Lynn Miles Peisker makes a case for why organizational leaders should revisit their understanding and approach to customer service, especially in a post COVID marketplace. To back up this recommendation, she cites a surprising statistic from a Forbes article by Shep Hyken. Highlighting results from his firm’s...