Hiring top talent has been so difficult for so long now. Thanks to the U.S. labor shortage, hiring managers – in nearly every industry – are struggling to fill open positions. In 2020, it’s likely to get worse, not better. Sure, the stakes are high for every business...

As the leader of a growing business, you know the importance of new customer acquisition. In fact, if you’re like most of us, a hefty portion of your business plan and budget are likely devoted to bringing in new buyers. But while you’re studying the buying habits,...

At Skybridge Americas, we have long believed that, when our customer care agents know and love your brand, their enthusiasm shines through on every call. It’s that brand passion that, in turn, fosters greater customer brand loyalty. That philosophy is at the heart of...

With the proliferation of AI solutions throughout the contact center industry, there has been a corresponding evolution in the role of the customer care agent. Gone are the days that agents can simply be hired for their ability to work swiftly, follow a script, and...

Do you know what your customers – both the ones you have and the ones you need to acquire – enjoy most about loyalty programs? Do you know what they dislike, or see as pointless, or so last decade? The folks at The Wise Marketer have just compiled their list of 2020...

Talk about customer experience long enough and, eventually, the conversation turns to company culture. You can’t deliver truly exceptional customer experience that builds trust, satisfaction, and loyalty if your own culture isn’t actually built around those concepts,...

If you’re like most American business leaders, you’ve got big growth goals for 2020. And your customers have even bigger demands. According to recent Microsoft study, more than half of customers surveyed stated that their customer care expectations are higher than...

Here we are, at the fresh start of another fast-moving year. If you’re like most business leaders, you’ve set audacious growth goals and you’re doing everything in your power to stay one step ahead of industry disruptors. At times like these, it’s easy to get hyper...

No matter how much planning you’ve done to prepare for a great 2020, this clever, thought-provoking list on Martech Advisor is sure to awaken your creativity – and reawaken your enthusiasm. As you read it, you’ll probably recognize some things you’re already trying...

No matter how big or small your 2020 Customer Experience budget may be, Aimee Lucas has some advice for you. Why not take advantage of these last few, semi-quiet weeks before the new year to take another look at how your program is functioning right now. Are there...