Disrupted travel Though each day brings new hope, the pandemic continues to keep much of what was once "regular life" on hold. Society is not working, shopping, or traveling the same. Where this inter...
As concerns of further spreading the pandemic took hold, many companies quickly moved staff home. Despite the many challenges this created, it allowed businesses to remain active and viable–to a limit...
With so much attention on COVID-19, it's understandable if the arrival of spring was missed. As the season to traditionally perform some home deep-cleaning, it's also a great time to thoroughly review...
As the world continues to navigate the COVID-19 crisis, a new chapter is underway. With new cases slowing and in decline, many countries around the world are taking the next step: to reopen. Now begin...
"When will things return to normal?" A check of Google search trends shows it's a common question these days. Not a surprise, given many U.S. states have been exercising social distancing, some form o...
Journaling (and the edgier bullet journaling). Some might call these the modern and adult term for keeping a diary. Regardless of which form you prefer, they are an effective means of capturing though...
As the COVID-19 virus spread, federal, state, and local governments in the United States looked for ways to slow it down. Social distancing proved helpful but quickly proved inadequate. In response, s...
Social distancing. It's one of the key actions everyone can practice to battle the COVID-19 virus. And where is it particularly challenging to social distance? In a contact center. Most businesses rel...
Though it seems like a twenty-first century concept, would it surprise you to learn customer journey mapping first appeared as a concept in 1998? As a tool within the broader practice of measuring and...
The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain it. Though life has radically changed i...
The COVID-19 pandemic has upended the world. As we wait for signs that the tide is turning, even well-prepared companies with business continuity plans are scrambling to change the way they do busines...
It's an understatement to say we are living in interesting times. Now declared a pandemic, the novel coronavirus COVID-19 is impacting everyone's lives. A visit to any grocery or drug store illustrate...
Turn back the clock a few years, and Gartner made a few bold predictions about the year 2020. It started in 2011, when they foresaw 85 percent of all customer service interactions would be handled by ...
Imagine having over 150 million clients. Sounds like a great problem to have, except the "service" provided isn't one appreciated by those clients. And in fact, that service is considered by many both...
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