Blog: Learning and Knowledge
Recent Posts
Lately, having workforce management (WFM) as a service has been in high demand. But why? It sounds counter intuitive. Contact center experts say this function is critical to success, the one place...
In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...
If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...
Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...
Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...
It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...
For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge. At a time when there&rsquo...
Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...
Workplaces should be solely designed for completing assignments and work-related conversations, right? Before answering, consider these findings: A Relationships @Work study by LinkedIn ...
There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and...