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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? Modified Recruitment Strategy.

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5 Coaching Must-Have’s for At-Home Customer Care Agents

Skybridge

In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience.

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5 Ways To Help Your Customer Care Agents Improve CX Performance

Skybridge

It has softened customer expectations of some providers, while intensifying their frustrations with others. Yet, at the center of all of these shifting priorities, one thing has remained remarkably consistent: the power of a talented, engaged customer care agent to strengthen the bond between brand and customer.

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Did you hear that? Listening to the voice at the center of your CX strategy

Skybridge

Get the breakdown from North America’s leader in customer care. For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020.

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Stop Believing These 5 Common Myths About Working From Home

Skybridge

Somehow, this erroneous assumption, (that, if left to their own devices at home, your customer care agents will be start slacking off) has been accepted as fact. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training.

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

Skybridge

The truth is, while there had been a growing trend of call centers moving their staffs out of office buildings and into at-home workspaces, that trend was moving pretty slowly. How are your agents doing during this unprecedented, often confusing, sometimes painful time? Your at-home agents haven’t just been staying home for their jobs.

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COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness

Skybridge

In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders. Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations.