Traditional Wireless Technology Is A Waste of Space

As businesses embrace the benefits of wireless technology telephony, they quickly run up against space limitations in today’s cheek-by-jowl office environments. New wireless standards offers a chance to re-think the office space. 

Communications technology might be making distances irrelevant, but people are acutely aware of the way that their own personal space is diminishing. The proportion of the planet living in urban areas has grown from 34 per cent in 1960 to over half in 2014, and we’re living and working in ever-smaller spaces. The average UK living room has shrunk by a third since the 1970s, for example; while in the US, each worker has lost 20 square feet of personal space since 1992.  Continue reading

Customers don’t care about it, but will leave you because of it.

The bad news. There are five issues common to Call Centers that can cause you to lose 9 out of 10 customers.

The good news. Once addressed, you can make your top call agents almost twice as productive as their least industrious counterparts – boosting customer satisfaction and upping retention rates.

 

When someone rings in to a call center looking to resolve a problem, they’re going to be pretty selfish. They might even be angry. They’ll probably be impatient, too. And so they should be. They purchased a product or a service and, for whatever reason, something has gone wrong. They don’t care about your problems as a service provider – they simply care about their problems going away. And if you can’t help, they’ll be the ones going… directly to your competition. Continue reading

Digitally enhance customer service. Don’t fully automate it

As the saying goes, “A problem shared is a problem halved.” Why then are many organizations automating their customer service functions – taking away the very human interaction that you expect, and need, when asking for assistance?

The answer, of course, lies in cutting costs. But are companies cutting off their nose to spite their face? In short, yes.  Continue reading

My Choice for Health App of the Year

Tired of stressing out every time you glance at your smartphone? Introducing Pause and Sway, a couple of simple but effective apps to help us relax and achieve inner peace.

Let’s face it: Our smartphones are an indispensable part of our lives, but they’re also a huge source of stress: The anxious text from mom, the angry customer rant or the “where’s-the-report-you-promised-me?” note from the boss.

So it’s refreshing to discover a smartphone app that actually relieves stress. Continue reading

Revealed! The Shocking Truth About the Goldfish-vs-Human Attention-Span Controversy

Digital distractions like smartphones, social apps and clickbait articles are diverting our attention and eating up our precious time. It’s time to train our brains to tune out the “noise” and focus on what’s really important.

Remember the great “Goldfish-vs.-Human” attention-span debate?

You know. Researchers determined that the attention span of humans had declined to eight seconds, even less than that of a goldfish.

News outlets like the New York Times, the Telegraph, Time magazine, USA Today and others breathlessly reported the disturbing details. Anguished commentary followed. Questions were raised. Fingers pointed. Continue reading

Why Our Digital Assistants Say the Dumbest Things!

Ever wondered why our digital assistants often fail in such spectacular and hilarious fashion? The surprising answer can be found within one of the most basic human skills.

Is your digital assistant having a hard time understanding you?

You know. Like when you ask: “Is it going to rain tonight?” and get back a cheerful, “Rain. A noun. Definition: Moisture condensed from the atmosphere that falls visibly in separate drops.” Continue reading

Where is Employee Autonomy Heading, and Are You Coming?

Increased autonomy in planning our workdays promises plenty of benefits for employers and employees alike. So why are some companies moving away from it or avoiding it altogether? Here’s how you can drive work/life integration in the workplace.

Man working from top of mountain

“I missed my daughter’s piano recital last night… too much work.”

I was dismayed to overhear those words while queuing up to board a plane recently. As every parent knows, missing a child’s after-school event is one of the worst feelings in the world. Continue reading

Forget Looking…. Listen to What’s in Your Blind Spot

“Seeing is believing” – or so the old expression goes.

Close encounter with lion

While that may be true, I’d like to add an important qualifier: “…but hearing is surviving.”

It’s easy to overlook just how critical our sense of hearing is. Sure, it allows us to be entertained and informed, enables us to communicate clearly and effectively with others and plenty more.

But perhaps more than anything, it helps keep us alive. Continue reading

Is It Time to Make the Leap Into the Gig Economy?

Tired of the 9-to-5 corporate grind? You aren’t alone. Fortunately, it’s never been easier to slip the shackles, become a “digital nomad” and stake out your spot in today’s growing gig economy.

While toiling away at your job, have you ever caught yourself musing “I’d give anything to be working from a beach today?”

Who hasn’t?

After all, who wouldn’t want to trade a noisy, open-office space for a warm, sandy beach? Or exchange the corporate attire for a pair of shorts and flip flops?

The good news is… it’s easier than ever to do – if we’re willing to make a few sacrifices. Continue reading