Service Delivery

Reducing Customer Service Friction

Reducing Customer Service Friction Relieve COVID-related pain points for customers and employees. Strategy Customer Experience Service Delivery Remote Work Strategy

Seven Ideas to Deliver a Great Customer Experience During a Recession

Seven Ideas to Deliver a Great Customer Experience During a Recession Focus on customer loyalty and retention to survive—and thrive—during a downturn. Strategy Customer Experience Culture Service Delivery

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

Helping Organizations Adapt and Respond to the COVID-19 Pandemic A Sponsored Article by Verint Strategy Customer Experience Service Delivery White Papers COVID-19 Vendor Services Remote Work Strategy

Differentiate Your Brand Through Proactive Customer Service

Differentiate Your Brand Through Proactive Customer Service Effective technology and skilled CSRs complement each other to deliver value to customers and the business. Strategy Service Delivery

Innovation: What’s the Right Amount for your Contact Center?

Innovation: What’s the Right Amount for your Contact Center? The Innovation Tolerance Model can help to assess organizational readiness for driving CX change. Strategy Culture Service Delivery

How Embracing Digital Customer Service Can Create Brand Advocates

How Embracing Digital Customer Service Can Create Brand Advocates Positive interactions and exceptional service can build online momentum and brand loyalty. Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel

QA in an Omnichannel World

QA in an Omnichannel World Deliver consistent, high-quality service across customer contact channels. Strategy Service Delivery

Creating Value Through Expanded Business Solutions

Creating Value Through Expanded Business Solutions Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls. Strategy Service Delivery

Are You Protected? Why Every Contact Center Needs Social Engineering Training

Are You Protected? Why Every Contact Center Needs Social Engineering Training The fastest way to breach a company’s security is through customer service. Strategy Service Delivery

What Would Miss Manners Say?

What Would Miss Manners Say? When is it appropriate for contact center agents to address callers by their first name? Strategy Service Delivery

Talk Is Cheap… Or Is It?

Talk Is Cheap… Or Is It? “Talk” is not simply the cost of human resources; it is an investment that yields a high-performance operation. Strategy Service Delivery Strategic management

IoT Has Arrived, But Has Your Customer Service Offering?

IoT Has Arrived, But Has Your Customer Service Offering? What happens when IoT products and services don’t live up to expectations? Strategy Service Delivery Technology Omnichannel Strategic management

Strategies to Improve Quality of Service

Strategies to Improve Quality of Service 3 key strategies that deliver maximum impact on service quality. Strategy Service Delivery Strategic management

The African Contact Center Market: Embracing the Cloud of Hope

The African Contact Center Market: Embracing the Cloud of Hope A conversation with contact center strategic consultant Rod Jones. Strategy Service Delivery Strategic management

Is Outsourcing Right for You?

Is Outsourcing Right for You? A simple guide to help get you started. Strategy Service Delivery Operations management

4 Key Trends Influencing Mission and Technology

4 Key Trends Influencing Mission and Technology Environmental trends to include in your business plans. Strategy Service Delivery Strategic management

CEO Tweets and #LadiesUnmentionables

CEO Tweets and #LadiesUnmentionables For many CEOs, having a social media presence is a clear case of, “Do as I say, not as I do.” Strategy Service Delivery Strategic management

Contact Center Pipeline Current Issue

CURRENT ISSUE: September 2023

What Is The New Normal?

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