Silver Linings in a Pandemic – Humanizing Agents
Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...
Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt
Strategic Boardroom: Sharing Customer, Industry and Competitive Insights INTRODUCTION Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty, shift focus away from metrics and toward experience,...
Case History – End to End Product Journey Excellence
The Importance of Culture in the Call Center
It seems that today, culture is the new buzzword. This is demonstrated in many ways at various companies. It is not uncommon to see plaques placed throughout a building identifying the organization’s values and culture. It is a positive trend to see there is more...