May 8, 2019

Elevate Your Customer Experience by Keeping Your Agents Motivated and Engaged.   If you run a contact center then you know that talented, engaged contact center agents are essential to your company’s success. They are the ones on the front lines, interacting with customers every day. Engaged agents are friendly, efficient, and ensure that every...

April 30, 2019

Microlearning Part II: Key Strategies for Success.   Microlearning is part of a significant shift in today’s training and development strategies.  To recap Part 1 of our microlearning series, there are three top reasons why microlearning matters to HR professionals: Microlearning is especially suited for the emerging workforce. By 2025, projections are that millennials will...

April 16, 2019

How Strategic Employee Selection and Onboarding Can Boost Customer Service Levels.   In today’s high tech landscape, CRM (Customer Relationship Management) software is considered the leading strategy for optimizing an organization’s customer experience. Thousands of instructive articles are available on related topics: How to Use CRM to Conduct Journey Mapping; How CRM Delivers Customization; and...