BlueOcean
MARCH 24, 2022
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.
Skybridge
APRIL 13, 2020
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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Skybridge
JUNE 1, 2020
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. We all know that customer experience (CX) is a critical driver of long-term brand performance.
Skybridge
MAY 10, 2022
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.
Skybridge
OCTOBER 30, 2020
Personally, I have always believed that every customer who calls deserves to be heard with care, answered with speed and accuracy, and leave the call feeling cared about. This year, every customer’s need to experience empathy and feel trust in their brand has skyrocketed. Don’t do it! It’s a monster.
Skybridge
APRIL 29, 2020
Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Maybe you’ve been appealing to your customers’ understanding, “as we all go through this together.” Skybridge Americas.
Skybridge
APRIL 29, 2020
Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Maybe you’ve been appealing to your customers’ understanding, “as we all go through this together.” Skybridge Americas.
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