Employers are finally discovering the unique strengths that military veterans bring to the center.

I consider myself a bit of an authority on millennials.  I raised two of them so I feel I have the inside track when it comes to understanding the psyche of the millennial generation.  Most of these self-congratulatory assumptions I made about myself and how well I understood millennials were recently confirmed by the results of a study conducted by Aspect in conjunction with Jason Dorsey, who calls himself the Gen Y Guy.


The results of the study were released during the SXSW conference in Austin, TX earlier this month.  As a former resident of Houston and a member of the generation that embraced outlaw, Americana and Texas music, I was familiar with the SXSW event as an alt-country, indie-music sort of affair, which is what it was back in 1987 when SXSW began and I was a carefree, millennial-free graduate student.

Contact centers remain steadfast in their demand for learning, coaching and training solutions.

Monday, 16 March 2015 12:48

What’s So Ominous About Omnichannel?

Omnichannel customer service is about to revolutionize the industry’s understanding of first-call resolution.

Monday, 16 March 2015 12:20

Our Survey Says!

2015 will be an important year for the deployment of customer survey software in the contact center.

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