Each year brings a fresh batch of regulatory changes to workforce management that further complicates an already challenging field. From employee leaves, wage and hour concerns and working conditions, employers must contend with a wide variety of legal changes affecting the way they manage their teams, get work done and...
Published: Nov 18, 2010
Savvy leaders realize the importance of developing their internal bench strength today to competitively address the organizational demands of tomorrow. In reality, identifying and adopting the ideal components needed to support an integrated performance and learning management process is complex and time-consuming. For...
Published: Jun 08, 2011
Customers expect more from brands when it comes to convenience, resolution times and agent expertise. Evolving customer preferences are tightly linked to innovations in digital technology, and brands must embrace both in order to keep pace with heightened expectations. The good news is that brands that can deliver on expectations...
Published: Jan 12, 2018
En la actualidad, los clientes controlan el customer journey, una tendencia que se ha acelerado con la proliferación y la mayor sofisticación de los dispositivos móviles.
Los clientes deciden dónde buscar, cómo, cuándo y dónde comprar. Y probablemente lo más...
Published: Apr 23, 2018
As they grow, companies rely on more and more processes, activities and systems to run their businesses. These likely include a number of manual and automated workflows and procedures as well as a variety of departmental applications and legacy databases that are poorly integrated. While this approach may have served its...
Published: Jan 01, 2011
"Activate your fans, don’t just collect them like baseball cards.” Are you empowering your consumers through social media?
The following articles will help pinpoint areas of success, while highlighting trends in how social selling is evolving and tips to ensure you go along the right path to benefit...
Published: Jan 12, 2016
In the ongoing effort to operate a successful business, companies continually seek opportunities to cut costs and increase profits. Naturally, they often look first to their own internal operations to find ways to streamline processes and integrate information flows from different locations – and often from different...
Published: May 01, 2011
Making your workforce mobile is about making them customer centric 24/7. A mobile salesforce and workforce can respond more urgently to business opportunities, recover from problems faster and address customer problems more quickly. But organisations face a particular challenge. While teleworking and remote-access are...
Published: Jun 01, 2012
Today’s employers are often using multiple tools to manage their employees, and often dozens of other tools across the business. When it comes to prioritizing where investments should be made, it can be difficult to know where to start. But for many organizations, workforce management is the place to begin.
Published: May 11, 2014
Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across Europe to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had or would have an impact on their business.
Interestingly, over 60% of respondents agree that...
Published: Jul 26, 2017
The nature of work continues to evolve in the 21st century, driven in large part by globalization and the mainstream consumer adoption of online, social, mobile and cloud technologies. Access to these technologies is changing how your employees live, communicate and work. Whether it’s in the office, at the neighborhood...
Published: Mar 17, 2012
Customers are seizing control of the marketplace, being more digitally connected, socially networked, and better informed than ever. What's more, the modern customer journey now spans multiple channels and touch points. This new reality poses challenges for marketers that have invested in technology and processes based...
Published: Sep 01, 2015
The terms “high performer” and “low performer” are firmly entrenched in the lexicon of talent management – and for good reason. High performers are your company’s superheroes and the low performers are a constant management challenge. But what about employees that fall in “the...
Published: Nov 11, 2012
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with moving critical systems to the cloud, due to cloud experience and exposure. The benefits of cloud computing have become mainstream and so have cloud contact centers.
...
Published: Jul 26, 2017