Surveys Highlight Contact Center Opportunities

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


In Unusual Times, Replace the Usual Customer Service Phrases

We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.

People COVID-19 Customer Retention


Maintaining Customer Support in a Crisis

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


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 COVID-19 Customer Retention Remote Work Strategy


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 Remote Work Operations