Ready to Train the Next 10 Million Call-Center Agents with...
4 minutes read, posted on May 21, 2020, by Heidi Solomon-Orlick
In the BPO world, depending on the country, we can rotate up to 10% of our agent workforce monthly. You…
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In the BPO world, depending on the country, we can rotate up to 10% of our agent workforce monthly. You…
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In my last couple of articles, I introduced a business strategy that Gartner calls ContinuousNEXT – an evolution of what…
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In my last article, I introduced a business strategy that Gartner calls ContinuousNEXT – an evolution of what we often…
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It seems that every major company has worked their way through a digital transformation program at some time. They are…
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Why a business exists is far more powerful than what the business does or how it does it. If it…
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I recently had the pleasure of being interviewed by Mark Hillary for the CX Files podcast. I’m very interested in…
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Robotic Process Automation (RPA) is the fastest growth area at present in enterprise software. Gartner recently estimated that the RPA…
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Gen X leaders now hold more than half (51%) of leadership roles globally. In the next 10–15 years, however, Gen…
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According to Gartner, by 2025, 80% of marketers who have invested in [data-driven] personalization will abandon their efforts due to…
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Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for…
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