Editors note: A ‘bazillion’ is not an actual monetary denomination
Unless you are a Hawaiian-based Veterinarian, you may have missed the story of the rogue Gecko dialer who dialed a Kailua-Kona, Hawaii marine mammal animal center. Apparently unfamiliar with the Telephone Consumer Protection Act (TCPA) which …
Smashing the scourge of overtime
Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to …
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted …
I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because …
My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical …
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …
Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and …
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. As …
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