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Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) … [Continue reading] about Is Your Center Really Resilient?
Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at all. Hence the need for a sound business … [Continue reading] about Safely Continuing Customer Contact
Safely Continuing Customer Contact Table of Contents, September 2022 FEATURESafely Continuing Customer ContactBy Brendan ReadHow contact centers can lower disaster risks in the new normal.BUSINESS CONTINUITY/DISASTER RECOVERYIs Your Center Really … [Continue reading] about Contact Center Pipeline Magazine September 2022
Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s also a good time to prepare for the tidal wave of returns that will come on the heels … [Continue reading] about How to Prepare for Peak (And Return) Season
It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner and what these holidays mean in their business: call volume spikes. Therefore, you need to hire, onboard, and train new … [Continue reading] about How to Make Holiday Hires More Productive
The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and … [Continue reading] about Setting Up Your Reps for Success
We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers … [Continue reading] about Improve CX by Celebrating Front Liners!
We have all heard of The Great Resignation to describe agents quitting in droves spurred on by the COVID-19 pandemic. And while it makes sense, I have worked daily with many call centers from long before the pandemic up to today, and I have witnessed … [Continue reading] about Welcome to the Great Surrender
Companies serving Canadian customers and those with contact center operations, both employees and gig/contract workers in the country are experiencing a critical behind-the-scenes modernization of how payments are made. To understand what is … [Continue reading] about Canada’s Modernizing Payment Systems
Communications, software efficiency, gig working, start-up thinking add up. … [Continue reading] about Cloud+Remote=Profits
