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When the COVID-19 pandemic struck, employers scrambled to equip their employees with protective gear, install barriers, and require staff, visitors, and customers to mask up and sanitize for essential in-person tasks and interactions. Alternatively, … [Continue reading] about Is Work From Home the New Normal?
Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot … [Continue reading] about Wall of Fame: Leslie O’Flahavan
Ever-evolving expectations make it hard to consistently delight and serve customers. But your organization can achieve peak CX before customers even reach out for help. We asked contact center leaders what they believe is most important in meeting … [Continue reading] about Meet Customer Expectations Anytime, Anywhere
Looking Beyond the Wrinkles Table of Contents, March 2023 FEATURE ARTICLELooking Beyond the WrinklesBy Brendan ReadWhy contact centers must retain and hire aging workers.IDIOM INSIGHTSThe Best Defense is a Good OffenseBy Kathleen M. PetersonUse Game … [Continue reading] about Contact Center Pipeline Magazine March 2023
The call center industry is facing a concentration crisis, with background noise levels exacerbating stress and limiting productivity in the workplace. When IRIS Audio Technologies surveyed 500 contact center agents in the U.K. and U.S. in Q3 2022, … [Continue reading] about Hearing the Need for Audio Quality
Forecasting economic futures is challenging, but business success depends on it. The U.S. economy ended 2022 on a sustained strong note. Payrolls continued to grow beyond expectations. Unemployment stayed low. Wages were still growing in December, … [Continue reading] about How AI Can Combat Staffing Challenges
There’s never been a bigger push to eliminate discriminatory hiring practices in the workplace than there is today. With good reason too. Discriminatory hiring practices are wrong from human and ethical perspectives, are bad for business, and are … [Continue reading] about Is Your Diversity Being Held Hostage?
Tone is the most critical aspect of agent customer service, and everyone instinctively knows what good versus lousy tone sounds like. But when managing agents, the question is not what good tone sounds like. Instead, it is how to create it. How to … [Continue reading] about The Misunderstanding of Tone
For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues, including privacy, but it will no longer be an … [Continue reading] about Breaking the Cookie Habit
The modern contact center is a comprehensive customer experience (CX) hub, built to ensure customer satisfaction and help businesses thrive in a digital age. It is an omnichannel environment designed to align conversations across channels, including … [Continue reading] about How to Create a Lasting Human Experience
