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 →
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 →
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 →
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 →
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.
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 →
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.
“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 →