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Contact Center Tips for Working with Millennial Agents

Depending on whom you believe, the term “Millennial” is broader than you might think.

In fact, someone born anywhere from the early 1980s to the early 2000s could be considered a Millennial. But regardless of where you draw that cutoff line, Millennials are still a large portion of the United States population, with figures averaging around 75 million.

When you hear that number, consider that the Baby Boomers, one of the largest populations surges in recent history, was estimated to be just over 74 million.

So how do you manage this emerging workforce? It stands to reason that every generation needs to be trained according to their own standards, and the Millennials are the most tech-savvy group of new employees you could hope to have.

Here are some tips for getting the most success from a Millennial employee or staff.

Offer hands-on training

Unlike Generation X and the generations before them, Millennials are less impressed with simulated situations than they are on-the-job training. Giving them some of the real-world scenarios that your contact center experiences can be a great way to get them up to speed quickly.

And make sure to give them enough time to fully master your specific software solution before letting them handle customers.

Take advantage of this generation’s comfort with technology

Yes, you need to make sure your new Millennial employees have mastered your call center’s software, but one of the advantages of this generation is that they’ve had more exposure to various types of technology than ever before.

Whether it’s through school or their casual use of tablets, smartphones and e-readers, Millennials have probably seen some version of your technology before they even walk in the door. This means they may require less training time than you expect.

Make the experience positive, even before your employees are officially hired

When you’re advertising open positions at your contact center, make sure to include the most positive aspects of the job. Emphasize the flexible hours, the casual dress code, or the level of open communication in your office.

Offer incentives to aid in employee retention

Now that you’ve attracted your Millennial employees, how do you retain them? What can you do to reduce turnover, keeping them on your staff as they grow in their positions and learn more skills?

One of the keys to keeping them will […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 23rd, 2017|Workforce Management|0 Comments

Heartwarming Stories of First Responders

There are times when being a first responder means you aren’t going to get the best end to a story. It’s part of the job that the brave police, firefighters and EMTs who help people all over this country have to accept.

But thankfully, there are plenty of times when the story doesn’t end badly. The news is full of heart-warming, suspenseful,  and downright weird stories of rescues that end up working out. Here are just a few stories from around the country of first responders who saved the day regardless of the odds, the situation, and in some cases, the surroundings.

Swamp thing

Last June at the Pepper Ranch Preserve in Immokalee, FL, workers from several different public safety agencies spent five hours trying to rescue a worker from the University Of Florida who was collecting water samples in a distant area of the preserve.

The man, who had a history of heart problems, began experiencing dizziness and shortness of breath. 911 was called, and safety workers couldn’t get quite close enough in their vehicles to help the man.

So they spent the next several hours working their way through dense swampland to get to him, eventually bringing in a helicopter to help guide them on their path from above. And it wasn’t just an inconvenient – it was downright dangerous. A police deputy hacking his way through the vegetation with a machete had to kill an approaching water moccasin with it!

Eventually, a DIFFERENT helicopter equipped for air rescue was brought in once the rescue workers decided that the terrain was too risky to move him back out the way they came in.

Doggone lucky

Earlier this year in Tuscon, AZ, rescue workers helped out a four-legged friend who’d fallen on hard times – literally. Police and firefighters rescued a dog that had fallen down a storm drain, and they used a little ingenuity to do so: They helped lure the dog out with someone’s lunch.

Diving in

Also earlier this year in Bakersfield, CA, a teen who had taken a dive into more than he could handle got some on-the-spot help from a police officer.

The 17-year-old had gone into the water at Riverwalk Park, even though he didn’t know how to swim. He eventually got into water too deep to handle, and […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 21st, 2017|Workforce Management|0 Comments

Contact Center KPIs That Will Boost Your Organizational Success

Analyzing KPIs is no doubt a vital way to measure how your contact center responds to your callers. But there’s a virtual avalanche of data within those figures. You can get just about every bit of information you need from your key performance indicators – but does that mean you’re getting the right information?

How can you tell which indicators mean the most to your contact center? Which ones should you favor over the others? It’s a potentially confusing subject, and all organizations are different, but here are some tips on which KPIs might be the most important ones to consider.

Contact quality

Most, if not all, contact centers record their calls so they can be analyzed later, and the quality of the experience a customer has can be one of the most important KPIs to measure.

Was the employee courteous? Did they get the information needed from the customer to handle whatever the issue was? Did they do so in a professional manner? If you typically use a script, did the employee do so correctly? Was the problem resolved by the end of the call?

These are all factors to examine closely.

Accessibility

If, like many contact centers, you use an automated system for your incoming calls, it’s important to analyze how that system is working. Remember, the idea behind these systems is to solve relatively simple issues so that your customer service professionals can save their efforts for the more complex problems a caller might have.

So, with that in mind, how many customers completed their calls without speaking with a representative? How many calls were abandoned by the customer without resolving the issue? Is it time to analyze your automated system further to see if it’s properly designed for high call volume?

Employee scheduling

One of the most vital aspects of a contact center’s efficiency is making sure that your employees are meeting their call goals. This one factor, if left unexamined, could cause a whole host of issues, including increased wait times, lower customer satisfaction, and fewer resolutions.

This is also an area where there’s been a shift in thinking. Until recently, the conventional wisdom was that average call time and calls per hour were the most important numbers to examine.

But the truth is that your employees have no control over call […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 16th, 2017|Workforce Management|0 Comments

5 More Trends That Will Continue to Transform the Contact Center Experience in 2017

Most of the customer service trends you’ll see steadily on the rise this year are ones you’re probably already familiar with. As you might expect, they involve two very important factors: efficiency and quickness.

Getting the job done correctly is essential, but doing it in less and less time is the name of the game.

According to research by Customer Think, the average hold time is 56 seconds. While 43 percent of Americans are willing to hold for one to five minutes, just 39 percent can wait up to 10 minutes. Take any more time than that, and you can say goodbye to that business since one-third of callers who hang up don’t call back.

1. On-Demand Services

One incoming trend from 2016 is more convenient, on-demand platforms. Since companies began implementing this type of service, customers have overwhelmingly responded in favor of the immediate gratification offered through on-demand platforms, since their answers can be given via email, text, phone, and more.

2. Cloud-Based Contact Centers

The cloud-based contact center industry is projected to increase threefold between now and 2021. Why? For starters, it’s more efficient, but it also includes global scalability and increased data security, which is now another top concern. So if you haven’t moved to the cloud as of yet, begin considering it now — your relocation there is, after all, inevitable.

3. Virtual Agents

Virtual agent technology has become more and more simplified, so it’s easier than ever for contact centers to offer this as an employment option. Not only can the actual day-to-day work be done remotely, but training and feedback can as well.

In fact, trends indicate that in a few years, one out of every three agents will work from home. If you haven’t started incorporating virtual agents into your workforce, it may be something to consider. Not only does doing so reduce your overhead costs, but by taking advantage of time zones, you can extend your business hours to a 24-hour schedule.

4. Social Media Customer Service

In a world where even the President’s preferred form of communication is Twitter, the natural direction of customer service continues to move to social media.

Platforms like Twitter often provide that on-demand customer service experience so essential for contact centers. Social media not only provides a trendy mode of contact, […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 14th, 2017|Workforce Management|0 Comments

How Community Policing is Becoming a Growing Trend

Public discourse on community policing hasn’t been so high since the mid-1990s, when a citizen filmed the mistreatment of Rodney King on the streets of Los Angeles.

Following the relatively recent deaths of Walter Scott, Freddie Gray, Michael Brown, and Eric Garner, community relations are of particularly great concern right now for both law enforcement professionals and communities throughout the country.

To that end, police forces around the country have engaged in new tactics. However, communities are writing the rulebook now, too. Here are just a few examples involving both.

Involved Citizens

Now that every phone has the ability to record interactions and possible misconduct, “citizen policing” as well as citizen journalism is on the rise.

But community members are doing more than simply being more alert in their everyday lives. Some communities are forming civilian review boards (CRBs) — citizens unaffiliated with law enforcement who can review police actions and provide unbiased feedback and accountability.

These can promote a closer working relationship between police and community members.

Putting more police on foot

According to the Police Foundation, shortening police response time may have little effect on the chances of catching and detaining a criminal on the loose in a neighborhood.

Working jointly with Houston, Tex. and Newark, N.J. police, the foundation instead observed the advantages of officers on foot patrol and door-to-door surveys, which apparently lesson the public’s fear of crime and disorder.

Putting more police on foot has been found to improve the public’s satisfaction with police service while also reducing crime. “By staying in close contact with neighborhoods they serve, the police can identify problems at the local level, and, working with residents, respond to them,” the site says.

Police-directed community outreach

Police-directed community outreach is also trending, with police departments doing more to engage with the communities they serve and build trust.

The U.S. Department of Justice, which has its own community policing task force, says a successful tactic is to participate in local projects, attend community meetings and neighborhood watch meetings, and attend churches, synagogues, or mosques “just to say hello.”

This more involved approach proved worthy when an Indiana police department handled a problematic basketball tournament, which had become infamous for gun violence after someone was shot and killed at an event.

The tournament was cancelled, but revived after the department partnered with local […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 9th, 2017|Workforce Management|0 Comments

FirstNet And Broadband—Changing Public Safety

Technology is now being used to change and improve the quality of work and communications in nearly every industry. And as you already know, the public safety sector is no exception.

Way back in 2012, the Middle Class Tax Relief and Job Creation Act was signed into law. Among other things, it created the First Responder Network Authority, or FirstNet, for short.

FirstNet’s mission was to build, operate, and maintain a nationwide wireless broadband network dedicated entirely to public safety.

Why was this necessary? Because at the local, state, and federal levels, there are tens of thousands of organization and individuals that respond to emergencies. And unfortunately, as communications technology has advanced, those organizations have run into interoperability problems and communications challenges. A change to a more interoperable system has been necessary for a long time.

Although FirstNet has been delayed for several years by legal challenges, it’s now ready to award a contract to a private partner who will help build the $7 billion network across the country. If all goes well, the winner of the contract will be announced later this year, and we’ll see the beginnings of a change to a dedicated, more interoperable system that has been necessary for a long time.

And at CES 2017 in Las Vegas this year, we got a glimpse of how broadband will facilitate that change.

One of the examples used at the conference was New Year’s Eve in Las Vegas. That night, practically every single law enforcement officer is working, and they have the ability to bring in the National Guard if necessary.

That equals a huge load on the communications networks being used. Once FirstNet becomes a reality, officers and departments will have their own dedicated broadband network with which to work and communicate.

Many potential ideas for moving forward with the technology were bandied about during the conference. Everything from mobile report dictation—to cut down on the amount of time spent writing reports—to automatic recognition of stolen vehicles’ license plates during traffic stops came up during the session. Even wearable technology to monitor officers’ health was addressed.

These are all developments that law enforcement officials are excited to see possibly become a reality when FirstNet gets up and running.

And FirstNet expects to be moving quickly once they finally award the contract. […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 7th, 2017|Workforce Management|0 Comments

Top 5 Law Enforcement Trends Affecting Police in 2017

Law enforcement practices are going through some changes right now, and there is a great deal of scrutiny on departments and officers around the country. Whether fair or not, there are expectations of change in law enforcement, some of which have been in the works for years, while others are brand new ideas. So let’s take a look at some of the trends that we’re seeing right now in law enforcement.

1. Body cameras

Body cameras have come into wider use recently, and they can have a positive impact for both the officers and civilians they interact with. Body cameras can provide definitive evidence in situations where a police interaction is disputed. This contributes to the trend of transparency and accountability that departments are pursuing, especially when it comes to use of force.

2. Police are people too

Another trending item right now is making an effort to engage and encounter the community in such a way that will show them that each officer is a person just like them. It can be easy for departments to retreat and go on the defensive when faced with negative perceptions and distrust, but we’re seeing more use of dialogue and engagement to help alleviate those negative perceptions and remind community members that officers are doing their jobs to the best of their capabilities, and are limited by the fallibility of human nature—just like the rest of us.

3. Community engagement

Related to the last point, we’re seeing an increase in the number of ways in which departments reach out with community partnerships and engagement.

This level of communication is important because these connections and collaborations can have positive effects on police-community relationships. Bringing individuals together in non-confrontational encounters works to heighten the sense that police are individuals, and it also helps to improve officers’ cultural competencies and understanding of the community they serve.

4. Social Media Comes Into Play

The rise of social media has vast implications for officers’ ability to find suspects, gather evidence, and perform their jobs.

So many people post personal information about their geographic location or plans, and social media can provide a wealth of information for law enforcement.

On the other hand, the social media environment can also be detrimental to law enforcement when officers are caught on video and […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

March 2nd, 2017|Workforce Management|0 Comments

8 Customer Service Conferences Every Contact Center Manager Should Know About

Customer service is an ever-changing industry that evolves with the consumer. Contact centers that want to be successful have to keep track of changing trends and new technology. And one of the best ways to do that? Keeping up to date by attending conferences and conventions.

Since contact centers have a growing presence in the job market both in the U.S. and internationally, there are plenty of conferences for employees and supervisors to attend. Here are just a few of the conferences scheduled in the U.S. in 2017.

Temkin Group Workshops

Held in various spots around the country, these events, created by Customer Experience Professionals Association co-founder Bruce Temkin, stress interactivity and networking.

The speakers work to engage the attendees and talk about cutting-edge developments in customer service.

There are currently dates scheduled in Miami in March, San Diego, and Alexandria, Virginia in April and Boston in June.

Next Generation Customer Experience
March 27-29
Park Hyatt Aviara Resort
Carlsbad, Ca.

This year’s lineup of speakers at the NGCX’s convention includes Micah Solomon, author and customer service expert; Tabitha Dunn, vice president of customer experience at Concur; and Christopher Barefoot, vice president of communications and guest relations at Opus One Winery.

Experience 2017
April 18th-21st
Las Vegas, NV

Hosted by customer-experience management firm Medallia, this expo-style event will feature over 300 different customer-service companies and over 800 attendees taking in strategy sessions, dynamic speakers and multiple networking opportunities. Medallia bills this conference as “The Customer Service Experience Event of The Year.”

The 13th Annual Customer Contact, East: Leveraging Customer Contact as a Strategic Asset
April 23-26
Ft. Lauderdale, Fla.

Hosted by the growth-partnership firm Frost & Sullivan, this conference stresses collaboration. It’s a one-of-a-kind meeting of professionals from the fields of customer contact, customer care, customer service, customer experience management, call centers, and operations experts.

International Customer Management Institute (ICMI) Contact Center Expo & Conference
May 22nd-25th
Walt Disney Resort
Orlando, Fla.

ICMI’s massive conference is expected to host over 1500 attendees and more than 100 vendors.

The event will features tours of successful Orlando contact centers, extensive case studies of various effective call-center programs and more than 75 guest speakers.

National Credit Union Call Center Conference
October 16th-18th
Harrah’s
Las Vegas, NV

A more narrowly-focused conference, this event focuses on the nation’s financial services sector, specifically credit unions, and how they can improve the customer-service experience for their members.

The agenda includes seminars on improving […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

February 28th, 2017|Workforce Management|0 Comments

The Best Public Safety Conferences of 2017

The year is young, but 2017 already has a full slate of conferences for public security companies and employees all over the country.

Various organizations have posted their plans for conferences regarding everything from technological developments in the industry to honoring public safety telecommunications workers to massive expos with a long list of vendors.

Here are just a few of the conferences for PSAPs and public safety companies and professionals.

APCO (Association of Public-Safety Communications Officials) International-hosted Events

The non-profit, member driven APCO organization has five events listed for 2017:

Emerging Technology Forum

Feb 28th-March 1st
North Hilton Raleigh
Raleigh, NC

This two-day conference will pack in a lot of information for attendees, summarizing new developments in public safety technology.

National Public Safety Telecommunicators Week 2017
April 9-15

Every year, NPSTW is held to honor those who work with telecommunications in public safety.  PSAPs around the country are encouraged to take this time to honor 911 dispatchers, 911 call-takers, and other front-line workers who have made a difference in the lives of others in their communities.

2017 Public Safety Broadband Summit
May 16-17
Renaissance Hotel

Washington, DC

The summit is a forum for experts in technology, policy makers, service providers and other professionals, centered around the launch of the new FirstNet public broadband network.

Public Safety Communications Leadership In Policy Awards Dinner
May 17th
Renaissance Hotel

Washington, DC

The dinner takes place in the same location as the Broadband Summit, but it focuses on honoring those who advocate for the public-safety industry. It’s also a networking-heavy event that lets industry leaders connect.

APCO Annual Conference & Expo
August 13th-16th
Denver, Col.

Considered APCO’s most important event of the year, the Expo will feature vendors on the cutting edge in public-safety equipment and innovation, It’s also the most wide-ranging in terms of attendees. Everyone from public safety officials to telecommunications employees to com center managers will be there.

ACI (Airports Council International) event

The 2017 ACI-NA Public Safety & Security Committee Conference
March 27-30
Las Vegas, Nev.

This convention will allow members of the airport public safety industry to meet with officials from TSA and the FAA to discuss the changing face of airports in North America.

The ACI expects a wide range of attendees, from Airport Security Coordinators to law enforcement professionals to airport legal representatives.

Regional events:

The North Carolina National Public-Safety Communications Conference
Sept. 10-13
Harrah’s Cherokee Casino & Resort
Cherokee, NC

This conference is hosted jointly by the North Carolina […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

February 23rd, 2017|Workforce Management|0 Comments

Why Technology Is Useless Without The Right People Behind It

We live in a time when technology is one of the most used words in our language.

Tech has quickly worked its way into almost every part of our daily lives, as well as work and school environments. And it can be easy to hand off responsibility to new tech innovations—many times, it’s beneficial to all involved. Collecting and analyzing data can lead to important discoveries about industries, even turning generally accepted notions on their heads.

Whether it’s figuring out the way to advertise in order to reach consumers, or analyzing phone calls to identify common issues with customer service, the use of technology and data analysis in the workplace can be a welcome addition.

But that doesn’t mean we should lose the human element of decision making entirely. When we look to the past, it’s clear to see that new technology sometimes blinded people to risks or gave them too much confidence in the technology itself.

Decisions made with too much faith in technology sometimes have a way of backfiring when that faith turns out to be misplaced. The Titanic was a modern marvel. Unsinkable. Well, we all know how that turned out.

The tech that you use in your contact center isn’t the Titanic, granted.

But it is important to remember that all the useful data and innovative technology advances in the world don’t replace good decision making from people who are competent and engaged in their work. The data gives you the ability to make good decision and set the right course for the future, it doesn’t guarantee that you will.

And when it comes to customer service, the human element is still quite important for customer satisfaction. Even with the rise of self-service options for customers, the satisfaction of being able to connect with a real person is irreplaceable.

Think about the frustration that people feel when they call customer service and get a completely automated reception. “Press 1 for questions about…” It’s a commonly-used setup in commercials that are advertising the quality of their customer service.

“At So-and-So, you can talk to a real person.”

And we take this as a sign that the company is making an effort to provide better customer service, because you can talk to an agent who can listen to your problem, make decisions autonomously, […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

February 22nd, 2017|Workforce Management|0 Comments
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