Blog: Learning and Knowledge

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...

Companies are awash in consumer data and the healthcare industry is no different. And just as retailers, manufacturers, and other industries are using predictive analytics and data mining to...

Customers today interact with businesses in many different ways, leading to numerous touch points and tremendous opportunities to improve their customer experience. If one considers the hundreds of...

Interacting with your customers through multiple channels is no longer enough. To stand out, companies must provide a seamless customer experience across devices and channels. Many businesses are...

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

When was the last time you heard someone complain about an experience he had with his Internet, television, or mobile phone service providers? Going by numerous sentiment-measuring reports, the...

Data is in overdrive. In order to deliver the personalized experiences that customers have come to expect, organizations must be able to keep pace with the elevated quantity of customer data and...

Many companies have the best of intentions about delivering differentiated, valuable customer experiences. Yet in many cases, their technology does not evolve as quickly as the rest of the business...