CCNG
SEPTEMBER 3, 2020
In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years.
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer. It’s a vicious cycle.
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CCNG
NOVEMBER 9, 2022
For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Maintain the accelerated pace of digital transformation.
CCNG
MAY 27, 2021
Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. A consultant can be a sounding board for ideas. culture, motivation, incentives, and employee engagement.
Playvox
NOVEMBER 16, 2021
In 2019, the lifestyle brand had 12 customer care agents. out of 5 from more than 8,400 customer reviews. A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Empowerment.
NobelBiz
APRIL 18, 2023
Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.
Noble Systems
MARCH 30, 2020
Contact centers, like businesses in all industries, are making every effort to keep employees safe without disrupting customer care during the current Coronavirus outbreak. 6 suggestions to capitalize on all resources available for managing high call volumes. Many have already put their emergency remote worker plans into action.
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