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Diversity, equity, and inclusion (DEI) are vital components of an effective workplace and are necessary for any business’s success. When implemented correctly, these pillars can lead to increased productivity, improved customer service, and a more … [Continue reading] about Unlock the Power of Inclusion and Equity
My company, TransUnion, is a global credit information services provider which operates in dozens of countries around the world. TransUnion provides both regulatory-defined and fee-oriented services to consumers in those markets. We are a company of … [Continue reading] about Comparing Contact Center Insourcing Strategies
In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; … [Continue reading] about Turning the Tide with Trust
The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are missing out on a significant source of strong talent and overlooking a great … [Continue reading] about The Benefits of Prioritizing Employee Needs
Ageism is arguably the oldest (in more ways than one), most pervasive, and cruelest form of stereotyping, prejudice, and discrimination. It signifies that the individual in question is no longer a contributing, hence valuable member of society and is … [Continue reading] about Looking Beyond the Wrinkles
“The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war. Generally, the idea is that proactivity (a strong … [Continue reading] about The Best Defense is a Good Offense
Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect on your own knowledge of Contact Center management. Are there … [Continue reading] about Back to School…
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin Franklin If … [Continue reading] about How to be Great in Workforce Management
One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions. These range from opening a savings account to seeking a … [Continue reading] about TD Bank’s New Financial Wellbeing Program
Walking the Walk: TD Bank’s New Financial Wellbeing Program Table of Contents, August 2022 FEATURE ARTICLEWalking the Walk: TD Bank’s New Financial Wellbeing ProgramBy Brendan ReadTD Bank’s new training program helps its contact center agents … [Continue reading] about Contact Center Pipeline Magazine August 2022
