Contact Center Pipeline

COVID-19 Topics:

Customer Retention

In Unusual Times, Replace the Usual Customer Service Phrases

In Unusual Times, Replace the Usual Customer Service Phrases The standard phrases that agents use can make customers less patient and more emotional right now. Six phrases to avoid. People COVID-19 Customer Retention

Maintaining Customer Support in a Crisis

Maintaining Customer Support in a Crisis Best practices for call center operations in turbulent times. Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations

Caring for Customers During a Pandemic

Caring for Customers During a Pandemic The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world. Strategy Customer Experience COVID-19 Customer Retention Remote Work Strategy

A New Era Calls for a New Level of Resiliency

A New Era Calls for a New Level of Resiliency It’s time for a more comprehensive plan that extends beyond traditional BC/DR. Operations Contingency Planning COVID-19 Customer Retention Remote Work Operations

How to Improve Your Center’s Loyalty and Retention Rates

How to Improve Your Center’s Loyalty and Retention Rates COVID-19 Customer Retention

Hold On, I’m Comin’: What to Do with Callers on Hold

Hold On, I’m Comin’: What to Do with Callers on Hold A look at the current options for putting callers on hold and their effectiveness. Operations Service Delivery COVID-19 Customer Retention

How to Promote Customer Loyalty in the Age of Complexity

How to Promote Customer Loyalty in the Age of Complexity A Sponsored Article by Jacada Technology Self-Service White Papers COVID-19 Customer Retention

The Emotion Connection

The Emotion Connection Tapping into the science of human emotion to deliver more valuable experiences. Strategy Customer Experience COVID-19 Customer Retention

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Strategic Communication: Techniques of Best-in-Class Voice Interactions A phone skills refresher to help your agents control the call and manage stress. People Performance Management Customer Retention

The Impact of Altruism on a Servant Leadership Culture

The Impact of Altruism on a Servant Leadership Culture The philosophy and leadership style go hand-in-hand in employee- and customer-centric environments. Strategy Vision - Mission - Values COVID-19 Agent Motivation Customer Retention

7 Steps to Superior CX

7 Steps to Superior CX Customer experience is an evolution. Improving it requires continuous feedback and refinement. Strategy Customer Experience COVID-19 Customer Retention

When People Are Your Business, Behavior Is Your Product

When People Are Your Business, Behavior Is Your Product If you want to grow your business, your top priority is the happiness of your workforce. Strategy COVID-19 Customer Retention

Eight Days a Week: The Always-On Contact Center

Eight Days a Week: The Always-On Contact Center Rising customer expectations are forcing organizations to adopt a 24/7 customer service model. People Culture Workplace Environment Technology Software Platforms Artificial Intelligence COVID-19 Customer Retention

Customer-Centricity: Bridging the Gap Between Expectations and Experience

Customer-Centricity: Bridging the Gap Between Expectations and Experience Techniques to get closer to your customers. Strategy Customer Experience Customer Retention

Beware… Five Signals of Customer Care Burnout!

Beware… Five Signals of Customer Care Burnout! Managing demand is vital for a healthy, thriving operation that delivers on the brand and customer People Workplace Environment COVID-19 Customer Retention

Handling Irate Customers in the Financial Services Industry

Handling Irate Customers in the Financial Services Industry The combination of money and complexity often results in more intense customer service interactions. People Development COVID-19 Customer Retention

The Forgotten Piece of the Customer Experience

The Forgotten Piece of the Customer Experience To deliver a positive customer experience, honor the agent experience. People Culture COVID-19 Customer Retention

5 Ways to Take Control of Your Customer Experience

5 Ways to Take Control of Your Customer Experience Strategies to include for a holistic approach. Strategy Customer Experience COVID-19 Customer Retention

Safeguarding Brand Reputation and Cash Flow in Debt Collection Each interaction presents an opportunity or risk that can impact revenue recovery and customer relationships. Strategy Customer Experience Strategic management COVID-19 Customer Retention

4 Ways to Maintain a Good Customer Experience During Collections

4 Ways to Maintain a Good Customer Experience During Collections Customer service shouldn’t stop when a customer falls behind on payments. Strategy Customer Experience COVID-19 Customer Retention

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