How to Fix Your Top Work From Home Call Center Challenges (Advice from 16 CX Experts)
When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with a clear strategy for helping customers. Customer demands heightened as anxiety engulfed the population....
Employers need new strategies to win the post-pandemic race for scarce talent
When employers think about the need to develop their workforce’s skills, they often frame it in terms of a five-year horizon rather than worrying about the next 12-18 months. If that approach worked before, these days it could be a recipe for failure. The pandemic has supercharged the shift to a digital, remote-working world, creating momentum for sweeping technological change and rapidly evolving skill demands that likely won’t...
Marketing 101: How to Create a Personalized Customer Experience Strategy For Your Business
In a way, the retail environment has become saturated and challenging for industry bigwigs as well as new entrants. Every business is facing mounting price pressure from discounters and improved price transparency....
4 tips for entrepreneurs to thrive in the changing post-pandemic business landscape
Marshalls customers use in-store virtual fitting room technology in Hollywood, California. John Sciulli/WireImage/Getty Images The fallout from the COVID-19 pandemic will change the business landscape far into the...
5 employee retention strategies to keep working mothers - and all caretakers - from feeling burned out
The flexibility to work from home is one great way to keep mothers and caretakers on staff long-term. Getty Images The pandemic has upended how we work, and employers have found creative ways to retain hard...
Recovering From the Pandemic: How Retailers Can Encourage Customers to Return to Stores
Whenever there was a government assessment of the lockdown situation, I would literally stick to the screen for possible answers for the future. As a consumer, of course, one asks oneself what the situation will be like...
