Communications, software efficiency, gig working, start-up thinking add up. … [Continue reading] about Cloud+Remote=Profits
Latest News
How the New Normal Impacts Retail
Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing … [Continue reading] about How the New Normal Impacts Retail
Hold Times, Hostility, and Hang-Ups
Tense, uneasy, and overwhelming - are all words that can be used to describe the current customer support environment. A combination of several factors, including a labor shortage and dwindling customer patience, are creating the perfect storm for … [Continue reading] about Hold Times, Hostility, and Hang-Ups
Four Ways to Turn Delivery Problems Into Good CXs
As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into customers’ hands promptly. In response to … [Continue reading] about Four Ways to Turn Delivery Problems Into Good CXs
Work From Home vs. Hybrid?
The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, … [Continue reading] about Work From Home vs. Hybrid?
Meet Your Future Contact Center Superstar
As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff. Yet, with the rate of growth in the technology and … [Continue reading] about Meet Your Future Contact Center Superstar
How 2 Brand U
We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what about our personal Brand? I’d like to spur some thinking on How 2 Brand U (that is Brand Y. O. U.) … [Continue reading] about How 2 Brand U
Welcome to the Metaverse
There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a need for customer service, support, and sales through their … [Continue reading] about Welcome to the Metaverse
Contact Center Pipeline Magazine October 2022
Welcome to the Metaverse Table of Contents, October 2022 FEATURE ARTICLEWelcome to the MetaverseBy Brendan ReadHow contact centers can help in this new interaction world.IDIOM INSIGHTSHow 2 Brand UBy Kathleen M. Peterson10 Ideas for Managing Your … [Continue reading] about Contact Center Pipeline Magazine October 2022
NICE CXone | Be the Employer of Choice: How Feedback Fosters Agent Purpose
How you treat your contact center agents is how they will treat your customers. Agents are expected to use soft skills such as empathy during interactions with customers, but there’s also a lot to be gained from showing your employees the same level … [Continue reading] about NICE CXone | Be the Employer of Choice: How Feedback Fosters Agent Purpose