Did you know? 50% of call centers that don’t use cloud technology reported they would begin using it before 2020 ends in order to have an omnichannel approach to customer service.** To put it simply, antiquated call center tech can’t keep up with COVID-19 and the unique challenges these times have highlighted and compounded. When […]
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In these times of COVID-19, the ways of contact center operations have been fully shaken up. The new normal is vastly different than the traditional contact center management experience to which most had grown accustomed. So how can contact centers and their employees adapt? How can success be maintained in such a different environment? The […]
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COVID-19 has changed how organizations work significantly. Business operations need to continue regardless of uncertainty in our current climate. Remote working is quickly becoming the new normal with some companies going to a permanent “remote-first” model such as Twitter, Slack, Shopify, Facebook, Coinbase and Square. The traditional contact center in-office may not be a valid […]
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In the Contact Center Industry, recruitment is the most important factor to be successful but can be the most demanding process. Due to this demand, many companies hire just to fill the openings but don’t necessarily fill these slots with the candidates with the best experience to match the profile needed to ensure customer satisfaction. […]
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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience […]
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