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Apr 30, 2019

"When we talked about transformation, we really looked at what are the core processes that will enable future growth." - Steven Jo

Apr 29, 2019

"What you're looking for is the benefit of hindsight and of vicarious learning from others' experience is that you can effectively leapfrog a few steps." - Viral Chhaya

Apr 26, 2019

"We're growing year over year, so it's not like we're looking to identify populations to exit from our organization. We want them to do meaningful work. We want them to be focused on the client needs, doing problem solving." - Steven Jo

Apr 25, 2019

As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.

Apr 24, 2019

"You always have different angles to consider, but gradually data is getting a bigger role in the decision making. If you would say that you would make big decisions based on just some big data outcome, it's not that easy.You have to consider different angles." - Tula Heikenan