In the midst of the coronavirus pandemic, it is vital for contact center leaders to step back and think strategically about how to position their people, channels, technology and practices for the longer term.
Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery
There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.
Operations Contingency Planning COVID-19 #1
When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.
We’re always looking for ways to make the process easier for customers, to minimize any friction and deliver a positive experience.
People Performance Management