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COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.
Strategy Customer Experience Planning Industry Research Research COVID-19 Customer Retention Remote Work Strategy
We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.
People COVID-19 Customer Retention
In less than a week, we went from most of our teams handling calls in one of our brick-and-mortar sites to 91% of our contact center base working remotely.
Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations
There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.
Strategy Customer Experience COVID-19 Customer Retention Remote Work Strategy
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 Remote Work Operations
COVID-19 Customer Retention
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 COVID-19 Customer Retention
If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.
Technology Self-Service White Papers COVID-19 Customer Retention
Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’
Strategy Customer Experience COVID-19 Customer Retention
The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.
People Performance Management Customer Retention
Altruism is the concern for the growth and development of the company without the added agenda of self-interest.
Strategy Vision - Mission - Values COVID-19 Agent Motivation Customer Retention
Enable easy and near-real-time course corrections, and be more sympathetic to changes in customer behaviors.
When employees behave at cross purposes to your desired business outcomes, what is really going on in their lives?
Strategy COVID-19 Customer Retention
Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.
People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention
When it comes to the customer experience, data doesn’t tell the whole story. Customer behavior is primarily driven by emotion and how the experience makes them feel.
Strategy Customer Experience Customer Retention