Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers. Increasingly … Continue reading Turn your CSRs into brand ambassadors
Small business owners and managers wear many hats and being the buyer for their company’s technology is one of them. A study conducted by Harris Poll on behalf of leading CRM provider Salesforce found that more than 80% of small businesses do not have an IT staff; and 73% of small business owners are responsible … Continue reading Small businesses are connecting with customers using both new tech and traditional tools
Recently I found myself needing to join an important teleconference just as I had to begin my commute into the office. No problem, right? That’s what mobile technology is for. Thinking ahead, I knew that if I started the conference at home, it would drop as soon as I left my Wi-Fi range. So I … Continue reading Are You Making These 5 Mobile Collaboration Mistakes?
More and more Americans are “speaking up” when it comes to finding what they want on the Internet. That’s because rather than type in requests on search engines, they are using voice search to find local or general information or they are interacting by voice with a digital assistant to accomplish a requested task. Want … Continue reading How voice search will impact small business
Diversity in the workplace is a topic that gets a lot of attention, but just how well are small businesses doing when it comes to hiring a more diverse workforce? A scientific poll conducted last year by Small Business Majority found that small businesses are doing a good job at hiring a diverse set of … Continue reading How to manage a culturally diverse remote small business team
Forecasts are like the weather. They can change rapidly. But right now there are signals that small business is planning for growth in 2017. Small business insurance provider Insureon surveyed over 1,000 small-business owners in November to find out about their plans for growth next year. Among respondents, 82% said that they plan “at least … Continue reading Small businesses can bolster hiring plans for the New Year with flexible work options