by Rob Calvey | Sep 17, 2020 | Uncategorized
The COVID pandemic is rapidly forcing change in employment norms while many employees are dealing with large upheavals in other parts of their lives. According to 2018 analysis from Global Workplace Analytics, some 3.6% of US employees, or 5 million employees, were...
by Rob Calvey | Sep 9, 2020 | Uncategorized
The pandemic didn’t create remote facilitation, but it did accelerate it from an emerging trend to a new necessity as offices closed, classrooms moved online, and in-person meetings were replaced with digital alternatives. The shift has occurred at breakneck speed...
by Andrew Studee | Jul 27, 2020 | Uncategorized
Whether you’re aware of it or not, you’re influenced by the concept of gamification on a daily basis. My 10-year-old son is just beginning to feel the pull of the rewards “stars” that come with purchases made using the Starbucks app. It’s tempting to attribute the...
by Andrew Studee | May 1, 2020 | Uncategorized
What’s causing the long wait times? Currently, contact centers are telling customers they have very long wait times if you’d like to talk to someone. Airlines are encouraging calls only within a few days of travel. If you were to log into your bank account online...
by Andrew Studee | Apr 28, 2020 | Uncategorized
Without some decisive action now, we could be on the precipice of a fraud and identity theft disaster on the heels of the COVID-19 epidemic. Many contact centers regularly handle: – Social security numbers – Credit card numbers – Addresses Contact...
by Andrew Studee | Apr 23, 2020 | Uncategorized
The United States Congress passed a stimulus program a few weeks back, including the Paycheck Protection Program (“PPP”). The PPP authorized up to $349 billion in loans to small businesses to pay their employees during the COVID-19 crisis. PPP loans are forgivable up...
