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In Defense of a Living Wage
FeatureEmployers are increasingly recognizing the ethical and economic concerns of not paying front-line workers enough to afford a livelihood. In October 2018, Amazon announced it would pay all U.S....
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The Support Team Behind the Gig Economy
FeatureDriving a car. Ordering takeout. Grocery shopping. These daily tasks and more have been flipped on their heads by companies that support the “gig economy” (businesses that use contract workers...
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Preparing Tomorrow’s CX Workforce
Feature2018 was marked by a historically tight labor market that had employers scrambling to find enough qualified workers to maintain growth. While it’s difficult to predict how much longer this trend...
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What’s the State of Digital Transformation?
FeatureIf there’s one constant in an enterprise transformation strategy, it’s disruption. Even the strategies themselves rarely remain unchanged from ideation to completion as new priorities,...
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A Unique Way to Engage Your Employees
FeatureRecently I did a workshop for employees at Southern AgCredit, a financial services organization with a novel method for ensuring that its employees work together in cohesive, highly productive...
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Make Your Channel Experiences Harmonious
FeatureThe line, “if you build it, He will come,” may have worked for Kevin Costner’s character in Field of Dreams, but it doesn’t necessarily work that way in customer service. From social media and...
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3 Ways to Create a High-Performing Employee Culture
FeatureFor years a close family member suffered from severe migraines and, in a desperate attempt to find a cure, visited a holistic healer. Holistic medicine practitioners believe that the whole...
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Human Resources Adapts to a Changing CX Workforce
FeatureAnyone working in the contact center space knows that finding and engaging top-performing front-line employees is a challenge.
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Excellent CX Eludes Most Brands
FeatureNew research from Forrester finds that the quality of customer experiences is largely at a standstill.
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Research: The Future of Customer Service is an Adaptive Workforce
FeatureOne of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are...
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