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At-home Employees Are the Future of Retail

Last year, online sales hit a new record on Cyber Monday when sales reached $3.45 billion, a 12.1 percent increase over the previous year, according to Adobe Digital Insights. Online sales are...

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Work ‘Besties’ Are Smart Business

Workplaces should be solely designed for completing assignments and work-related conversations, right? Before answering, consider these findings: A Relationships @Work study by LinkedIn ...

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Building a Chatbot? Don’t Forget the Customer

The bots are coming, the bots are coming! Chatbots are stealing our jobs. Chatbots are enhancing our jobs. Articles about artificial intelligence (AI) and chatbots tend to fall in one of these...

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What Does a Connected Customer Experience Look Like?

The world is becoming more connected every day. In fact, more than 20 billion things – from mobile phones to household appliances, cars to medical devices – will be internet-connected...

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Land Ho! The Ins and Outs of Nearshoring Explained

Offshoring operations to other countries has long been considered a solution to rising labor costs and an opportunity to free up internal resources. But before moving business processes to a...

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How to Quantify Happiness, and Other Emotions

Why do some people make ‘illogical’ decisions, even when they think they are being rational and consciously weighing up their options? Is their thinking flawed, or is our understanding...

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4 Ways to Turn Remote Workers Into Team Players

IBM may have made headlines for calling employees back to the office, but there are plenty of firms that still encourage remote work. In fact, 43 percent of employed Americans said they spent at...

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Transform Travel Experiences with Empathy

Empathy is the ability to understand and share the feelings of another person. In the travel industry in particular, the ability to be empathetic is a highly valuable interpersonal skill. When...

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From the Road: Wayfair Raises the Bar on Personalized Customer Service

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room...

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Contact Centers Are a Hotbed for Change

In the past, contact centers were designed to serve as many customers as quickly as possible. While that’s still true, increased competition and empowered customers are also pushing customer...

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