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...

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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....

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We are in the midst of the annual back-to-school season, when displays of backpacks, lined theme books, and glue sticks greet us in nearly every retail store. Unfortunately, the new school year is beginning under the cloud of rising COVID cases and continued health concerns. The reality and weight of these circumstances is causing not...

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