How companies and their employees engage with customers has changed dramatically in the past few years. I can attest to those changes since I’ve been in customer service myself for more than 25 years. In the wake of the pandemic and its impact on employment, many businesses are desperate to retain their most effective customer...

MSI Saves Time, Engages Applicants with New Virtual Hiring Tools CONTACT CENTER OPERATIONS United States Mozambique Panama “We have cut the recruiting cycle time in half and increased engagement rates significantly,” shares Bruce Maxwell, Founder and Managing Director of an international management and consulting firm for BPOs and related industries. Maxwell, a contact center executive...

There was unmistakable enthusiasm as the Society for Industrial and Organizational Psychology (SIOP) conference was offered in person after being held virtually for the past two years. Every year, Industrial/Organizational (I/O) experts and HR leaders convene to discuss the most significant challenges and advancements to “the science of work.” This year I joined Mary Ann Bucklan,...