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Navigating the Skills Shortage Minefield
By Marne Martin
Business leaders across many consumer-facing industries are facing up to the harsh reality of trying to remain competitive and profitable in a resource-scarce economy where costs are constantly on the rise. They can no longer throw more people at the problem—and Marne Martin, President of IFS Service Management Business Unit (SMBU), knows all too well the pain points of today’s service providers. More importantly, she knows the solution—it will require exploiting technology to work smarter to attract, upskill, and retain talent.
Heat Up Your Marketing Strategy
By AJ Sonnick
Marketing is the linchpin that separates your business from the rest. It is not something you should only do when you have the money, and it’s not just a “nice to have” — it is an essential part of every business.
Your Call Center Should be a Revenue Generating Machine
By Tom Merriott
This many not come as a surprise. After all, your call center is the source of your business, but if you really want your call center to increase revenue, start with a list of potential ways it can do so. Here are a few examples to get you started.
Make Customer Service Work for You
By Jim Baston
Here are five steps to get the most out of your customer service department.
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