cx programHaving a robust CX program is essential. Without a strategic approach to customer experience management in place, you miss out on critical opportunities to enhance your offerings in ways that matter most to buyers.   A great customer experience breeds loyalty, leads to positive word of mouth, a...
11.02.20 08:15 AM - Comment(s)
customer-first mentalityHaving a customer-first mindset is touted as a good thing. It ensures your company focuses on the needs of your customer base, adapting to them as required.   However, a customer-first mentality, when improperly implemented, can also set your company up for disaster. It may cause you to comprom...
11.02.20 08:00 AM - Comment(s)
monitor your remote agentsWhen you operate a remote contact center, it’s hard to know whether your remote agents are as productive as they could be. You can’t simply walk by their workstation and check, and that can be frustrating.   Luckily, some technologies can make it easy to monitor your remote agents. The trick is...
10.05.20 07:15 AM - Comment(s)
ucaasUnified communications as a service (UCaaS) has grown in popularity. Many of the solutions are cloud-based, creating an inherent flexibility. Plus, they centralize various forms of communication, making it easier for employees to collaborate using their preferred approaches.   The benefits of U...
10.05.20 07:00 AM - Comment(s)
contact center continuityThe COVID-19 pandemic remains a highly fluid situation. Experts are concerned about an upcoming resurgence. If one occurs, reopening efforts may have to be paused or, potentially, rolled back. This can be incredibly concerning for contact centers, particularly those that were underprepared for the i...
09.07.20 07:15 AM - Comment(s)
remote work technologiesManaging remote agents and employees is inherently challenging. However, due to the COVID-19 pandemic, doing so is essential. Telecommuting is likely going to be the standard for the foreseeable future. As a result, having the best remote work technologies in place is increasingly critical.   W...
09.07.20 07:00 AM - Comment(s)
remote workforceDue to the COVID-19 pandemic, the business world is quickly embracing the remote-first paradigm. But remote workforce challenges typically arise, even when your employees are tech-savvy and highly agile. Working from home requires significant process updates, some of which make common tasks more dif...
08.17.20 07:15 AM - Comment(s)
coaching a remote contact center teamMany contact centers had to shutter their doors, sending their employees home to work remotely, due to the COVID-19 pandemic. While much about the paradigm is different, one typical activity that can be especially challenging to handle is coaching a remote contact center team.   Managers have t...
08.17.20 07:00 AM - Comment(s)
cx programCustomer experience (CX) has been a priority for many companies for years. However, even if leaders consider it strategically important, and choose to invest heavily in it, not every CX program is going to deliver positive results.   Even a seemingly tiny misstep can cause a CX program to ultim...
07.06.20 07:15 AM - Comment(s)
The COVID-19 pandemic has led to unprecedented changes in the workplace. Contact centers sent the vast majority of their agents home, providing them with tools that allowed them to work while respecting stay-at-home orders.   Today, the situation is highly varied. In some parts of the nation, r...
07.06.20 07:15 AM - Comment(s)
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