5 Call Center Metrics to Optimize Agent Performance
Provana
SEPTEMBER 12, 2022
Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.
2022
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6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore
Provana
AUGUST 30, 2022
Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here
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Do Not Expect the Demise of a Globalized Economy
The Global Small Business Blog
APRIL 8, 2022
©iStock/Tilegen Retreat, not defeat: What Ukraine war means for globalization. But many others caution that while an era of globalization already in retreat is likely to retreat further as a result of the war, no one should expect the full demise of the globalized economy or the international liberal order that fostered it.
Generative AI is here: How tools like ChatGPT could change your business
McKinsey and Company
DECEMBER 20, 2022
Generative AI and other foundation models are changing the AI game, taking assistive technology to a new level, reducing application development time, and bringing powerful capabilities to nontechnical users.
How to Stay Competitive in the Evolving State of Martech
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
How digital transformation made way for digital evolution
Hyland
OCTOBER 7, 2022
In this piece: What is digital evolution? Digital evolution vs. digital transformation. Mindset: Transitioning from point-of-transformation to ongoing evolution. Leverage a digital transformation mindset for digital evolution. Building a digital evolution mindset at your organization. Digital transformation. The goal of the 21 st -century enterprise.
Harnessing The Enterprise Artificial Intelligence Potential
Zinnov
SEPTEMBER 22, 2022
By Rajat Kohli, Partner, Zinnov; Priya Bhalla, Project Lead, Zinnov; Saloni Patil, Project Lead, Zinnov; Shreya Ghose, Marketing, Zinnov. COVID-19 brought unprecedented disruptions in the operational models of businesses. In fact, the need for integrating Artificial Intelligence (AI) into daily operations became more and more evident during the pandemic.
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Global Sourcing Brief brings together the best content for outsourcing professionals from the widest variety of industry thought leaders.
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5 Best Areas for Automation in Finance
Automation Anywhere
AUGUST 24, 2022
Regardless of the industry, company size, or geography, every organization’s finance processes have a lot in common. Every company is responsible for ensuring the integrity of the financial reports, managing cash flow, and performing other basic finance functions to remain in business. The primary objectives underlying all finance processes are efficiency, accuracy, timeliness, and regulatory compliance.
Outsourcing today is about providing your firm oxygen to stay alive, not cost savings
Horses for Sources
APRIL 9, 2022
In today’s highly complex, uncertain, and difficult business environment, outsourcing might just save your business. The whole focus on pricing and scoping outsourcing engagements is being completely rethought, as are the strategies of the leading service providers to support them. The IT and BPO services industry is reaching its most defining moment since Jack Welch doubled down on India in the 1990s… The old 1-many outsourcing model only half works in today’s virtual environm
Why and How Raising Digital Maturity is the Goal of Digital Transformation
Perficient Digital Transformation
MARCH 4, 2022
Many people have tried to sum up what “digital transformation” means. For the most part, it’s defined as using digital technologies to create or modify processes, culture, and customer experiences to be more effective and competitive. However, this definition doesn’t address how to measure the effectiveness of a business’ efforts to digitally transform itself, nor does it propose where such transformation efforts should focus within the organization.
3 Tips to Scale Your Remote Team
Globalization Partners
SEPTEMBER 8, 2022
After reaching a stage of financial maturity, the next logical step for growing companies is scaling. Scaling a business means setting the stage for company growth without wasting substantial resources. If costs need to increase, they should do so incrementally. For example, say your company gained USD 50,000 in new revenue but had to hire a new employee with a USD 50,000 salary to achieve this — that is not scaling.
Global Hiring Guide for Startups
Advertiser: G-P
Grow your startup beyond borders and boundaries. Global expansion is the ultimate goal for many startup founders. However, to successfully enter new markets and grow internationally, you need a sound and scalable global recruitment strategy. In this eBook, you’ll discover how you can gain a competitive edge over your business rivals through the latest technology, harnessing global contractors, and using a global employment platform.
Leading and Managing Change Effectively: It’s A Process that Includes You – A Systemic Approach Part 11
Intelligent Management Inc.
AUGUST 21, 2022
Every solution is a change. If entrepreneurs and leaders want new solutions to be implemented successfully, then all those involved have to be able to adapt their way of behaving to the requirements of that solution. This means we have to develop and communicate this solution in a way that everyone is involved in its construction. They need to be part of building the change and in that way they can own it.
3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program
Provana
SEPTEMBER 6, 2022
In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards.
Find Joy in 2022!
The Global Small Business Blog
JANUARY 1, 2022
©2022 Laurel J. Delaney. All rights reserved. "Find joy, remain grateful, stay humble, be brave and go global in 2022." – Laurel J. Delaney, creator of the The Global Small Business Blog.
Reducing food loss: What grocery retailers and manufacturers can do
McKinsey and Company
SEPTEMBER 7, 2022
An estimated $600 billion worth of food is lost during or just after harvest. Can manufacturers and grocers do anything about it? Definitely—and it will be good for business, people, and the planet.
The 2023 Supply Chain Crystal Ball: Challenges and Solutions
Speaker: Olivia Montgomery, Associate Principal Supply Chain Analyst
Curious to know how your peers are navigating ongoing disruption? The supply chain management techniques that dominated the last 30 years are no longer supporting consumer behavior or logistics and manufacturing capabilities. So what’s working now? What should your plans for 2023 include? By researching the supply chain challenges and solutions that businesses – especially small and midsize businesses – are currently experiencing, we’ve learned what’s working and what’s not.
22 Unique Employee Benefits To Attract Global Talent
Velocity Global
JULY 19, 2022
Talented employees look for more than the traditional benefits package. Now that remote work has put the entire world at their fingertips, applicants have more options. Aflac reported that 38% of employees think that a comprehensive benefits package shows that their employer cares. So, to stay competitive, you’ll need to offer creative employee benefits that other employers aren’t.
Why SMB Cybersecurity Is A Non-negotiable Today
Zinnov
AUGUST 24, 2022
By Sean Bouani, Partner, Zinnov; Peter Kirkwood, Principal, Zinnov; Shreyashee Dutt, Zinnov. For SMBs, Cybersecurity hasn’t been a priority, as they focused on generating and growing revenues. But today, it is emerging as a top priority as evident from Zinnov’s recent survey of 600 SMBs (Small Medium Businesses) in the US, which shows that 45% of SMB owners consider Cybersecurity as one of their top 3 priorities, with 18% mentioning it as their #1 priority.
How to set employee expectations for remote work
Hyland
AUGUST 5, 2022
In this piece: 5 steps: How to set employee expectations for remote work. What can you do to support your remote employees? If you’re a manager, a team lead or in HR generally — chances are your employees have requested to work remotely. By 2028, projections by Upwork show that 73% of all departments are expected to include remote workers. With remote work becoming increasingly normalized, fulfilling these requests is no longer as simple as saying “yes.
Top 5 Automation Use Cases for the Front Office
Automation Anywhere
AUGUST 19, 2022
The front office represents the customer-facing roles of a company — sales, customer service, field marketing, and advisory service experts. Those teams are responsible for increasing demand, increasing revenue, marketing , and after-sales services. For example, in an investment bank , the front-office departments consist of sales, investment banking, private equity, equity research trading, and wealth management.
Building A Superstar Global Workforce: What We Aren’t Talking About Enough
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Companies are turning inclusive by breaking conventional hiring practices and expanding their talent pools. But there are important questions that still are not being addressed. Read this eBook to understand how taking the following seriously can help you build a superstar global workforce: The importance of the new-age manager. Maintaining social capital.
Outsourcing today is about providing your firm oxygen to stay alive, not cost savings
Horses for Sources
MARCH 28, 2022
In today’s highly complex, uncertain, and difficult business environment, outsourcing might just save your business. The whole focus on pricing and scoping outsourcing engagements is being completely rethought, as are the strategies of the leading service providers to support them. The IT and BPO services industry is reaching its most defining moment since Jack Welch doubled down on India in the 1990s… The old 1-many outsourcing model only half works in today’s virtual environm
Filtering, merging, and adding new column in Azure Data Factory
Perficient Digital Transformation
JULY 26, 2022
Azure Data Factory is a strong ETL tool, with the capacity of creating ETL pipelines using low code/no code approach. This can be achieved with using “ Activities ”. Activities are the tasks that are conducted on data within a pipeline. In this post I demonstrate an ETL process which copies data from one source to another, and performs some tasks on data using Activities in Azure Data Factory as follows: Extracts files with a specific substring in their file names from a pool of data files as a
7 Tips for Developing a Collaborative Hiring Strategy
Globalization Partners
AUGUST 9, 2022
All savvy business owners know it: To run a successful company, you need to employ the right people. It’s not enough to sell great products, offer quality services, or use the latest and most sophisticated technology — people are the real beating heart of a solid company. This means recruiting the best people for the job is paramount to success. And, if you want to find and secure the best talent, a collaborative hiring strategy is essential.
Get Your Focus Back with an Antidote to Distraction – a Systems Approach
Intelligent Management Inc.
FEBRUARY 10, 2022
Your focus is more scattered now. This appears to be a fact. Whatever you are trying to achieve in your business or personal life is being undermined by a lack of focus. It’s not your fault. An article this week in Fast Company states that our attention has been “stolen by big and powerful forces” Undoubtedly, the stress of the pandemic and a sub-optimal diet play their part.
Reshoring – The Future of Supply Chains
Speaker: Rosemary Coates - Board Member & Founder at Reshoring Institute, Best-selling Author, Host of the Frictionless Supply Chain podcast
Supply chain disruptions create uncertainty and unpredictability for both businesses and consumers. These disruptions bring to light an organization's supply chain dependencies, which they were often unaware of when everything was running smoothly. Re-shoring is one solution that is gaining popularity as a result of pandemic-related issues. Companies can lower the risk of disruptions by shortening the supply chain and moving manufacturing close to the points of sale to reduce the need for expens
3 Call Center Monitoring Best Practices You Must Know
Provana
AUGUST 30, 2022
With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement
St. Patrick's Day Is An Enchanted Time
The Global Small Business Blog
MARCH 12, 2022
©2014 Laurel J. Delaney. All rights reserved. “St. Patrick’s Day is an enchanted time. It’s a day to begin transforming Winter’s dreams into Summer’s magic.” – Adrienne Cook.
The Great Attrition is making hiring harder. Are you searching the right talent pools?
McKinsey and Company
JULY 13, 2022
People keep quitting at record levels, yet companies are still trying to attract and retain them the same old ways. New research identifies five types of workers that employers can reach to fill jobs.
Portugal Work Visas and Permits: A Guide for Expats + Employers
Velocity Global
OCTOBER 4, 2022
Need to obtain a Portugal work visa on behalf of yourself or an employee working for your company? Global employees are the norm for many companies, so whether you’re a Portuguese business looking to hire foreign employees or an expat wanting to enjoy Portugal’s beaches while you work, you’ll need to make the move compliantly. We’ve put together a guide to Portugal’s work visa and residence permit requirements. .
Addressing the Global Talent War
Speaker: Jason Ciment - Get Visible | Mark Wald - SPRCHRGR | Leo Gestetner - Thankz | Michael S. Kraus - Expak Logistics
Remote work has helped future-proof organizations and increased their flexibility. However, sourcing candidates nationally poses new challenges and is proving difficult. The global sourcing industry seems to be in a state of war. DEI, attracting qualified candidates, and physical demographics are just a few of the issues that organizations face. Many companies are failing to win in this new landscape due to the intersectionality of problems in global sourcing.
Metaverse In The Public Sector – A Focused Analysis
Zinnov
DECEMBER 14, 2022
Rajat Kohli, Partner, Zinnov; Atul Srivastava, Engagement Manager, Zinnov; Suraj R. Krishnan, Consultant, Zinnov. For nations to advance and keep up with global trends, they need to think fast, adapt, and adopt. Making full use of the latest technologies in the public sector can better the quality of life of citizens and make nations smarter and more comfortable places to live in.
5 BIG IDEAS: What’s driving CommunityLIVE 2022?
Hyland
JULY 19, 2022
We’re building the CommunityLIVE event experience around the topics that support your digital evolution. Join the Hyland community in Nashville, September 11 – 15, for this once-a-year opportunity to get exclusive updates and insight as you take your organization to the next level. Quick links for CommunityLIVE: Register for CommunityLIVE. Agenda | Session Finder.
How the Digital Workforce Supports Accounting
Automation Anywhere
JUNE 15, 2022
Finance and accounting is one of the many corporate functions that is undergoing a digital transformation. Intelligent automation in the form of a Digital Workforce is not only enhancing the productivity and efficiency of finance professionals but also improving accuracy and increasing cash flow. Today, a significant amount of time is occupied by simply processing data in manual spreadsheets.
Forget the Great Resignation, we’re in a Big Bloody Mess. Time to wake up to our new reality.
Horses for Sources
MARCH 8, 2022
Rewind exactly two years… we were shutting down the civilized world so quickly we could barely process what was happening to our lives, our families, our children, our jobs – even our pets. There was this eerie week where many of us just carried on as normal as the realization sank in that our world was changing dramatically, and nothing would be quite the same again.
Build a Mentorship Experience That Drives Engagement, Promotion, and Retention
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Retain, engage and support a diverse workforce with an effective mentorship program. Companies with mentorship programs can see a boost in minority representation at management levels of up to 24%, with higher employee engagement. The 10KC Mentorship Solution provides the tools & resources to create a scalable, centralized and measurable program that will help you achieve your goals.
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