Businesses should embrace technology, restart their innovation efforts and invest in their employees, Paul Segre writes. Using the cloud and better analyzing data will be top technology trends for businesses next year, and companies can begin investing in themselves again as the economy recovers. Better training and coaching of employees can also improve business. "Motivated and engaged agents ultimately translate into superior experiences for the customer and by reducing attrition, dramatically lower training and recruiting expenses," Segre concludes.

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