In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress […]
The pandemic has forced companies across the business spectrum to experiment with new ways of working. It’s also confirmed the […]
Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such […]
2020 served as the inflection point for call center transformation. The shift to remote work unlocked new uses of technology […]
Every few years, a new customer service channel arrives on the scene with claims that this technology will be the […]
This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting, […]