Strength through resilience
Brittle systems are weak. Short-term wins feel like a demonstration of will by those that seek to be strong. But the only run is the long run. When we embrace flexible, renewable and diverse approaches, we create actual progress.
What can we learn from product-led companies?
Coming out of the pandemic, the global economy is at a crossroads. Throughout Europe and North America, inflation remains stubbornly persistent, markets are in a slump, and tech faces growing economic headwinds. It’s a time that will make or break businesses. It has many leaders scrambling to plan for the uncertainty ahead. For businesses in…
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What is needed for the best-in-class virtual assistant?
Technology, by virtue, perpetuates a constantly evolving cycle of improvement. A look around any desk or office will showcase many examples – from your phone, to the laptop you’re working on, or the smartwatch on your wrist. But there have also been some forgotten elements on this fast road to the future. Technology functions that…
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Top three trends in healthcare CX
Healthcare providers are placing more emphasis on care than ever before. That means they’re shifting to a new paradigm for service interaction that doesn’t only focus on providing patient care. But this now also aims to deliver a superior customer experience (CX). This runs from digitally onboarding new patients to providing alternative healthcare delivery methods,…
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Our stories are all we really know
Joni wrote, “Rows and floes of angel hairAnd ice cream castles in the airAnd feather canyons everywhereI’ve looked at clouds that way But now they only block the sunThey rain and snow on everyoneSo many things I would have doneBut clouds got in my way I’ve looked at clouds from both sides nowFrom up and […]
This week in CX: Alida, Zendesk, and Amazon
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Zendesk’s newest integration, Amazon Prime changes, and the recent Gartner survey. Key news Alida introduced its newest Summer 2022 product release – Customer Journeys – as well as 15 new features to the Total Experience Management platform NICE has…
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6 Inclusive Hiring Practices for Call Centers
Over the past couple of years, inclusivity in hiring has taken center
The post 6 Inclusive Hiring Practices for Call Centers first appeared on Fonolo.
When we need to show our work
If you’re basing your proposal on facts, the scientific method, calculations and effectiveness, please show your work. Eagerly share your reasoning, your sources and how you came to this proposed plan. Even better, adopt a posture that welcomes improvements and corrections to your work, because after all, the purpose of your plan is to make […]
Management with intent
When Frederic Taylor brought the world Scientific Management a hundred years ago, it changed what it meant to run a factory. Stopwatches and assembly lines dramatically outperformed the traditional piecemeal approach. Henry Ford wrote a four page article for Encyclopedia Brittanica about how organizations could embrace the new model, and his focus on this lowered […]