At home agents Customer Care Sales Technology 
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.
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.
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BlueOcean
AUGUST 9, 2021
The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely.
Skybridge
MARCH 25, 2020
8 Critical Questions to Assess Your Technology Readiness. 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. Senior Vice President, Sales and Marketing.
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. Hastily put together technology and platform solutions left many agents – and their customers on the phone – feeling frustrated. It wasn’t easy.
Skybridge
MAY 13, 2020
For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. Your Customer Care Agents Can’t Come Back to Headquarters.
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