Starting Fast in 2021: Advice from 3 Contact Center Experts and Me
The value of getting a year off to a fast start in 2021 cannot be...
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When it comes to seeking assistance from a company’s customer service unit, everyone does have their “breakpoint.” This was made clear in recent article in The Wall Street Journal headlined ”Everyone Hates Customer Service. This is Why.” However, while fascination with determining the point of “breakpoint” is as an interesting element in efficiently delivering customer service, there’s another, more important, one that cannot be overlooked – the need for competent, engaged and enabled customer service agents.
The value of getting a year off to a fast start in 2021 cannot be...
When you engage employees at an emotional level, provide continuous learning, they will want to...
Karma has been described as, “…that what goes around comes around.” Even though I’m a...
Bill Kahn, Centrical's VP, Customer Success, Americas, sat down with four people involved in their...
Across the contact center industry it’s often the case that team leaders are first-time managers....
I’ve been involved in contact centers for nearly 25 years. Anyone who understands this business...
According to the IWG Global Workforce Survey, half of all employees, globally, work away from...
The fifth annual survey on Contact Centers’ Biggest Challenges and Top Priorities was recently issued...
Well before novel coronavirus wreaked havoc, healthcare systems and their revenue cycle management (RCM) service...
A top-flight retailer equips employees with several apps to expedite sales and keep customers happy....
This commentary on a recent Wall Street Journal article reviews why service agents need more...