technology

Introducing the Universal Workforce Model: Necessity, Reality or Pipedream?

The BTN was recently delighted to partner again with Allegis Global Solutions (AGS), the global leader in workforce solutions, for an exclusive virtual roundtable event. The session brought together senior business and HR leaders with the chance to hear fresh perspectives and ways to approach the increasing pressures companies face as they adjust to a changing workforce, whilst engaging with some of the best minds in the industry through an interactive discussion. 

4 Reasons Why Creating A Diverse Team Should Be Your Priority

Technological advances have increased the pace at which products are brought to market and shortened their life cycles. As a result, companies are now more than ever forced to remain flexible and competitive and are thus more inclined to form work teams, rather than assigning tasks to individuals (LePine, 2003). How to compose an effective team therefore becomes a primary concern for companies while they’re hiring new employees. There is a common myth among hiring managers – the thought that they need to (only & solely) hire the best candidates.  

4 tips to grow brand and employee engagement in your contact center

Every conversation between your team and your customer's matters. Your employees are your greatest ambassadors—it’s important that they feel engaged and empowered to offer an excellent customer experience.

The traditional narrative of AI and automation in the contact center is that it allows it to “do more with less”—inferring that “less” relates to doing more with fewer agents.