Remove At home agents Remove Benchmark Remove Customer Care Remove Customer Experience
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The State of B2C Complex Customer Care

BlueOcean

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast. Modified Recruitment Strategy.

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Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Chat in Relation to Voice.