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There’s never been a bigger push to eliminate discriminatory hiring practices in the workplace than there is today. With good reason too. Discriminatory hiring practices are wrong from human and ethical perspectives, are bad for business, and are … [Continue reading] about Is Your Diversity Being Held Hostage?
Tone is the most critical aspect of agent customer service, and everyone instinctively knows what good versus lousy tone sounds like. But when managing agents, the question is not what good tone sounds like. Instead, it is how to create it. How to … [Continue reading] about The Misunderstanding of Tone
For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues, including privacy, but it will no longer be an … [Continue reading] about Breaking the Cookie Habit
The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across channels, including … [Continue reading] about How to Create a Lasting Human Experience
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
