Blog: Learning and Knowledge
Recent Posts
Open enrollment is a critical part of health insurance support. It’s the time when member interactions spike and when expert associates are needed to sign up new members and get them up to...
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to...
Companies have poured millions of dollars into developing mobile apps to create memorable customer experiences that engage and retain customers. Is it working? The answer is, it depends.Today,...
Even in the digital age, human interactions remain a critical part of customer satisfaction. Knowledgeable and experienced associates play a vital role in helping customers and driving loyalty. But...
It’s well known that President Donald Trump has made job creation one of his signature issues, with corporations already pledging to hire more people in the U.S., as well as repatriate jobs...
Many companies today are faced with the reality that cybersecurity is a critical issue and it is difficult to protect customer and employee data. Coupled with the rise of cloud technologies and an...
Let’s face it: customer-centric experiences have not been a high priority for property and casualty (P&C) insurance companies. However, times have changed. The P&C insurance industry,...
When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...
If your company is a retailer, a bank, or operates in any number of vertical industries, chances are that your expertise isn’t focused on operating contact centers or delivering advanced...
It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...