Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Before you know it, you’re in full-on burnout damage […] The post 5 Read more about 5 Steps To Eliminate Call Center Burnout Permanently[…]
In this episode, Wharton’s Barbara Kahn speaks with Jeff Scott, vice president for hockey development and industry growth at the NHL.…Read More Source: Knowledge @ Wharton Jeff Scott, Vice President for Hockey Development & Industry Growth at the NHL
Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system. IVRs that […] The post 5 Read more about 5 Reasons Your Customers Hang Up During Your IVR Menu[…]
Wharton professor talks about the fast growing area of people analytics and the impact of AI on certain careers.…Read More Source: Knowledge @ Wharton How Can AI Enhance People in the Workplace?
Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […] The post 9 Read more about 9 Call Center Integrations You Can’t Afford to Overlook[…]
Several trends are creating a new imperative for strong portfolio management of businesses. Companies need six capabilities to build and manage a winning portfolio, using M&A strategically. Source: McKinsey The portfolio management imperative and its M&A implications
After several tumultuous years for M&A, powerful forces are transforming the industry and shaping five new investment priorities for 2024 and beyond. Capitalizing on those priorities requires action, now. Source: McKinsey The shifting sands of M&A in transportation and logistics
Multinationals continue to look for opportunities in the region’s fast-growing countries with less geopolitical risk. Source: McKinsey Creating value with M&A in Asia’s diverse marketplace
Companies can reap substantial benefits from programmatic, sustainability-linked M&A if they follow a compelling deal rationale and a tailored execution approach. Source: McKinsey Creating value from green M&A
Buffeted by economic trends, consumer goods companies have diversified their M&A strategies, with winners balancing growth and margin expansion. Success ahead requires integration tailored to each deal’s thesis. Source: McKinsey Consumer goods: A changing landscape for successful M&A