Catch up with the latest trends and breakthrough ideas in the field of contact center management, outsourcing, and everything related to customer experience.
Strategies to Lead a Successful Work-at-Home Contact Center
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
The Future of Customer Service – What Your Business Needs to Survive and Thrive Post-Pandemic
The coronavirus pandemic has affected nearly every aspect of everyday life, including the way customers behave in the marketplace. How companies respond to the effects of the pandemic is shaping customer perceptions.
Guide: The Future of Customer Experience
Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.
Personalizing The Omnichannel Journey: Insights for Contact Center Operations
Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.