You must start with an objective in mind. What are you seeking to solve for? That answer is going to be different depending on who you speak to within the organization. Seek out your key users, think about how they
In 2023, global employee engagement stagnated, and overall employee wellbeing declined. While both measures are at or near record highs, their lack of improvement is notable, as they follow multiple years of steady gains. The result is that the majority
“All our operators are busy; please hold for the next available agent.” Does it sound familiar? These words are sometimes just the beginning of a long and frustrating experience. Sometimes it leads to other painful comments such as “Please hold
Specific strategies to build customer loyalty and retention: Improving quality, price, service and value perception. In an increasingly competitive market, customer loyalty and retention are fundamental pillars to guarantee the success and sustainability of any business. The combination of quality,
From hybrid work to restructuring, relationships between employees and employers have changed. Here are six of the most important trends leaders should watch. STORY HIGHLIGHTS In 2024, employers and employees are heading for a relationship reset. This shift partly stems
To win and be successful, leaders should consider re-tooling their management strategies to better support the changing needs of their workforce and organizational culture. We recommend starting with a plan for assessing and addressing the following six trends that leaders
