The Single Most Important Element of All

“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything. But in reality, behind all the technology, behind every connection, behind every act and every device is …

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Consistency Across Channels: We've Got a Long Way to Go

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across …

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Secrets to Creating an Engaging Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles.) …

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