Skybridge

6 CX Innovations That Have Advanced at Lightening Speed Since COVID-19

Skybridge

Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had).

How Customer Centric Are You?

Skybridge

Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Your Customers Were Already Frustrated Before COVID-19

Skybridge

Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener.

Have You Taken the CEO DIY CX Check-Up?

Skybridge

Don’t Skip These Critical Steps. Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real.

B2C 52

The T.R.U.S.T. Code: 5 Rules for Growing Customer Trust in a Crisis

Skybridge

The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that.

When “Virtual” is Better:

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

3 Things You Can Do Now To Boost Call Center Agent Employee Experience

Skybridge

Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly.

5 Steps to Re-Engaging Customers in the Wake of a Pandemic

Skybridge

Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now.

4 Ways to Show Your Customers You’re There and You Care

Skybridge

Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now.

SkyAI Empowers Human Phone Agents With Superhuman Productivity

Skybridge

Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the human touch.

Has Your Brand Nailed the 7 R’s of an Effective Resiliency Program?

Skybridge

Here are 7 Steps To Take Now. For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer.

The Rising Risk of Call Center Agent Burnout in the Age of COVID-19

Skybridge

5 Ways to Keep Your Team Safe and Engaged. Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business.

How to Stop Your Customer Experience Scores from Dropping

Skybridge

As You Map The Way to Your Next Normal. There’s so much talk these days about “getting to the new normal.” In his recent article, Adrian Swinscoe shared some recent data about the impact of COVID-19 on CX scores: according to Cogito, CX scores have fallen by 4% worldwide.

How These 5 Rules Can Help You Rebuild After COVID-19

Skybridge

If you’ve been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019…. “…but but those reports may as well be turned into bird-cage liners now.”.

B2B 52

5 Ways To Help Your Customer Care Agents Improve CX Performance

Skybridge

The current pandemic has had a profound impact on every American customer’s relationship with nearly every business they patronize. It has heightened some needs and muted others. It has softened customer expectations of some providers, while intensifying their frustrations with others.

10 Tips for Measuring Post-COVID Customer Service ROI

Skybridge

With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye.

5 Ways COVID-19 Has Changed Call Centers Forever

Skybridge

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.

5 Ways COVID-19 Has Changed Call Centers Forever

Skybridge

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.

A Simple Roadmap for Customer Care

Skybridge

To Take Your Brand Safely Through This Crisis.

A Simple Roadmap for Customer Care

Skybridge

To Take Your Brand Safely Through This Crisis.

First Things First: Learning The New Rules of Customer Service

Skybridge

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds.

First Things First: Learning The New Rules of Customer Service

Skybridge

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds.

Planning Now for a Better, Post-COVID Call Center

Skybridge

This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe.

Planning Now for a Better, Post-COVID Call Center

Skybridge

This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe.

As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

Laresa McIntyre Selected for Stetson University’s Disruptive Leadership Certificate Program Advisory Board

Skybridge

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.

Laresa McIntyre Selected for Stetson University’s Disruptive Leadership Certificate Program Advisory Board

Skybridge

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.

Laresa McIntyre Earns Disruptive Leadership Certificate

Skybridge

May 7, 2020. Skybridge Americas Chief Financial Officer, Laresa McIntyre recently graduated from Stetson University’s Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models.

5 Things Your “Temporarily Remote” Workers Want You to Know

Skybridge

As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world.

5 Things Your “Temporarily Remote” Workers Want You to Know

Skybridge

As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world.

Is this Hidden Threat Lurking in Your Customer Service Operation?

Skybridge

4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now.

Is this Hidden Threat Lurking in Your Customer Service Operation?

Skybridge

4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now.

The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?

Skybridge

Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this.

The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?

Skybridge

Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this.

A Small Subset of Customer Contact Centers Will Arise From the Pandemic as Industry Leaders

Skybridge

Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.”

A Small Subset of Customer Contact Centers Will Arise From the Pandemic as Industry Leaders

Skybridge

Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.”

3 Rules for Leading Remote Teams with Agility and Purpose

Skybridge

As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share.

3 Rules for Leading Remote Teams with Agility and Purpose

Skybridge

As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share.

Stop Believing These 5 Common Myths About Working From Home

Skybridge

As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held “concerns” that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate.

Charting Your Re-Entry Into the Post-Pandemic Economy

Skybridge

5 Questions to Guide Your Process. Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy.