Nowadays, a social media channel is a part of any organizations' customer service. It doesn’t replace traditional customer service channels. It’s, in fact, becoming an increasingly important part of an organization’s overall approach to serving and communicating with customers. It won’t replace call-center channels, such as telephone or e-mail, but rather become yet an additional [...]

Implementing a workforce-management system within an organization is a great opportunity to analyze and re-think current operational processes across departments with a new eye so as to gain efficiency − not only in terms of staffing costs, but also in terms of processes. It’s very common that questions arise during workshops with our WFM consultants; [...]

During the short 30-minute train ride to the airport this morning, I used my phone, e-mail, SMS, Facebook, chat, and face-to-face talk for interaction. Thirty minutes; six different channels! A tech-savvy millennial would probably have used even more. Matt Sims wrote on his Teleperformance blog: “Multichannel customer service isn’t innovation; it’s simply what customers expect [...]

The movie Avatar is about powerfully-engineered, living entities. Trained humans are electronically linked to its own “avatar” thereby controlling its every move. Whatever the human instructs, the avatar does it faster and more powerfully. Unplugged, their avatar ceases to function. In the movie, The Terminator, the terminator is also an engineered creature, but, contrary to [...]

Ensuring durable knowledge transfer during training sessions is always a bit of a challenge. Because people have different ways of perceiving and understanding their environment, they have developed different learning methods and approaches that work best for them. Some people prefer listening as it stimulates their auditory memory; some prefer taking notes, writing in their [...]

I will be holding a webinar on the 25th this month, looking at mobile and WFM engagement. I hope you all join me. In researching some numbers for the piece, I came across some amazing facts, which were too many to include but thought it might be of interest anyway, and some will make you [...]

Everyday at work I interact with a lot of different services and they all keep my credentials in the form of username and password. It would be nice if I could have the same credentials for all services, but as you probably know I shouldn't. The reason for that appears from time to time when [...]

Definitions for what coaching is may vary. According to Wikipedia: Coaching is "a method of directing, instructing and training a person or group of people, with the aim to achieve some goal or develop specific skills. There are many ways, types and methods of coaching. Direction may include motivational speaking and training, seminars, workshops and [...]