Caring for Customers During a Pandemic

There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.

Strategy Customer Experience

A New Era Calls for a New Level of Resiliency

Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.

Operations Contingency Planning COVID-19 Customer Retention Coronavirus

Healthcare Contact Centers: Readiness ROI and What’s Next

What is the ROI on readiness? Peace of mind and the ability to respond.

Strategy Planning

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Agents previously challenged to get people to just pick up the phone now can’t seem to get them off the phone.

People Workplace Environment

How to Write a Five-Star Response to a One-Star Rating or Poor Review

When you get a one-star rating on any retail site or review platform, the customer isn’t just talking ABOUT you. Customers who give you poor ratings and reviews are, in fact, talking right TO you.

Strategy Customer Experience