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We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent … [Continue reading] about Ending Caller and Agent Frustration
“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.”—Monica Thakrar, Forbes “The … [Continue reading] about It All Starts with the Why!
Agent Response to Outdated KPIs. … [Continue reading] about “Spare Me”…
Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how … [Continue reading] about Is Cost of Performance the Undiscovered X Factor?
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
