Blog: Learning and Knowledge

An engaged workforce is a fundamental business driver for an organization’s success. And forward-thinking business leaders are striving to gain and retain high levels of employee engagement...

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

As healthcare companies enter year two of the Affordable Care Act, a top priority for many healthcare insurers and payers this year will be to attract new members. Through 2014, more than 12...

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...

One of the questions that fans of the hit television series “Breaking Bad” puzzled over was why Walter White continued to make crystal meth after making millions of dollars and running...

Customers regularly cross-channel shop with competitive retailers—both in-store and elsewhere—making it increasingly difficult for merchants to preserve loyalty and retain customers...

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

In traditional employee training programs, new hires go through rigorous programs. Rather than run through the “kitchen sink” of industry, technical, and procedural lessons in a module...

Consumers live online. Gone are the days of dial-up. Today’s consumers carry immediate Web access in the palms of their hands at all times. As more and more consumers increasingly adopt the...

Maintaining healthy employee relations is a pre-requisite for organizational success. But a 2013 Robert Half survey found that nearly 89 percent of financial services executives surveyed globally...