
CSR,
skill improvement,
learning,
Published on Thu May 15 2025
Updated on Thu Jul 10 2025
10 minute read
Language proficiency is becoming king in today’s modern job market. More and more companies are working with international clients or themselves are composed of people from all over the world. Companies are also looking to hire talent for customer support outside of the area where the language is usually spoken. Combine all that, and you get a situation where the need for immediate communication in a foreign language is paramount. That’s why each one of us should take the opportunity to make ourselves more desirable by becoming more proficient, and that is why today we’ll be looking at how to get a higher CEFR score.


Created at Fri Jul 17 2026
5 min read
Most commentators with a connection to designing enterprise systems that manage customer experience (CX) spend a lot of time talking about how to improve customer service processes. How can we improve the multichannel experience? How can we apply AI to improve our self-service options? And so on.
But what do all the brands reading all these ideas really want? They want to reduce the cost of doing business. They want to grow their revenue by increasing sales to customers. They want to encourage

Created at Fri Jul 10 2026
5 min read
Picture a retailer coming off its best-ever Black Friday traffic numbers. The campaigns worked. Acquisition spend delivered. Demand surged beyond even the most optimistic projections. And yet, two weeks later, the margin report tells another story: teams struggled with skyrocketing requests, support queues ran days behind, and costs ballooned enough to erase hard-won gains. Surprising? It shouldn’t be. Assuming that if demand is strong, the numbers will follow is something most brands are guilty

Created at Mon Jun 29 2026
4 min read
Walk into almost any customer experience leadership meeting and the conversation quickly lands on the same conclusion: hire better people. Teams respond by tightening recruitment filters, raising assessment bars, or increasing language benchmarks. Hiring matters, but these measures assume that successful performance is intrinsic to a candidate and only needs to be discovered. The result? Prolonged ramp times and budgets burnt through early attrition - all while organizations ignore the actual in