March 8, 2022

Banks and Credit Unions have reached a pivotal moment. As labor shortages continue to grip the economy and workers reassess what’s important to them, financial leaders are looking for new strategies to engage talent and combat what is being called the ‘Great Resignation.’ According to the U.S. Bureau of Labor Statistics, over 4 million Americans...

January 20, 2022

Feel like you’re losing the talent war? You’re not alone. In a recent survey by the Society for Human Resource Management (SHRM),  nearly 90 percent of 1,200 employers responded that they were struggling to fill open positions. With crippling labor shortages and spiraling turnover rates, employers are struggling to attract and keep the talent they need....

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...