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? 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
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.
Skybridge
APRIL 21, 2020
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.
Skybridge
JUNE 10, 2020
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.
Skybridge
MARCH 25, 2020
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.
Skybridge
OCTOBER 30, 2020
This year, every customer’s need to experience empathy and feel trust in their brand has skyrocketed. No matter how new, or frazzled, or overwhelmed your customer care agents may be, you and your brand cannot afford to have them speaking to your customers like broken robots or the living dead. Scary wrong.
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