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...
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...
Sales outsourcing is a great opportunity to augment your sales team and grow your business. Yet organizational leaders are often reluctant to outsource any of their sales functions, since these...
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...
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...
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...
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...
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...
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...
Superior customer experiences that are simple, fun, personalized, and actionable are one of the few ways companies can differentiate their brand and retain customers. Yet, in many cases, companies...
