October 22, 2021

During an initial interview for a customer service agent role, an applicant enthusiastically shared that the reason they were qualified for the job was their friendliness. “Ask anyone and they’ll tell you I’m a people person.” Yet, the applicant was a little surprised when the conversation made a quick pivot to system navigation. The truth...

September 16, 2021

Many companies have moved toward self-help for customers (think airline reservations, shopping, banking, consumer services, transportation). While this trend offers a level of convenience for basic transactions, customers still seek live-agent support for more complex issues or purchases. Frustration spikes when customers are unable to reach a live person for support[1]. In a global customer...

August 31, 2021

Managers are at the heart of any company’s culture and success. The best managers know how to engage employees and inspire their teams to new heights. In contrast, nothing can bring a workplace to its knees faster than a poor supervisor. A bad manager zaps morale and productivity—and often creates a revolving door of employee turnover....