When it comes to running a successful business, there’s perhaps nothing more important than customer satisfaction. And at the heart of any customer service operation is the contact center. Over the years, customer expectations have evolved, and with them, the technology and practices that contact centers employ to ensure they meet those expectations. In this article, we will explore the
In the world of customer service, treating every group as VIP is essential for success. Customers want to feel valued and appreciated, no matter who they are or what their needs may be. In this article, we will explore the importance of this mindset and how it can shape your approach to serving even the most challenging customers. The Importance
In today’s digital landscape, customer engagement is key to a brand’s success. In order to engage customers, brands must explore and leverage all possible channels. One of the most popular messaging channels is WhatsApp. Recognizing the importance of engaging customers on WhatsApp, Braze has made native support for the messaging channel available. In this article, we’ll explore the benefits of
As an employer, it is crucial to ensure that your employees have sufficient meal and rest breaks. Not only is it a legal obligation, but it can also enhance productivity, increase employee satisfaction, and reduce turnover. However, meal and rest break regulations differ from state to state, and it is essential to comprehend your responsibilities as an employer to avoid
The success of any business lies in keeping its customers happy and satisfied. One key component of customer satisfaction is regular communication. This is where text messaging comes in, offering an easy approach to fostering customer relationships and building loyalty. In this article, we will explore how texting can be used as an effective tool to gain and maintain customer
On September 7, 2021, New York Governor Kathy Hochul signed an amendment to the New York State Pay Transparency Law. This amendment modifies the applicability of the law, lessens an employer’s record-keeping requirements, and clarifies what constitutes an advertisement. The new law will impact a wide range of businesses in New York State. The amendment modifies the New York State
Measuring employee and company performance is critical to the success of any business. Key performance indicators (KPIs) are effective tools used to track and measure progress towards business goals. In the field of customer support, KPIs can help businesses identify areas of improvement and enhance the customer experience. This article explores various KPIs used in customer support and why they
President Joe Biden has proposed a substantial increase in wages for federal employees. This increase is reportedly being proposed for the fiscal year 2024 budget, starting on Oct. 1, and is the largest proposed by the White House since 1980. According to two anonymous sources who spoke to The Washington Post, federal employees can expect a proposed wage increase of
In December 2018, Kaiser Foundation Hospitals, which is one of the largest healthcare providers in the US, started planning a reduction in force (RIF) to meet its budgetary goals for the next year. As part of the RIF, some employees would be laid off, and one of those individuals was Lili Lin, the plaintiff in this case. In June 2019,
California’s pay transparency law is already having a significant impact, as companies come closer to closing the gender pay gap and achieving equal pay. Among the top 10 metropolitan areas with the highest increase in pay transparency from February 2022 to February 2023, eight are in California, with San Jose-Sunnyvale-Santa Clara leading the way at 267.6%. The percentage of job
As the tax year draws to a close, it is crucial to make sure that your payroll is comprehensive and up-to-date to avoid costly errors and comply with HMRC regulations. Preparing for year-end payroll requires an understanding of critical tasks that must be completed. In this guide, we will take you through essential year-end payroll tasks for small businesses so
The collapse of Silicon Valley Bank has prompted the FDIC to offer an employee retention program, while Brex is offering emergency credit to those affected. Silicon Valley Bank (SVB) was once viewed as a promising tech-focused institution, but its recent collapse has sent shockwaves through the financial industry. Regulators have closed SVB and seized its deposits, making it the largest
