Avoiding Work-at-Home Virtual Shock
Contact Center Pipeline
MARCH 10, 2021
The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually.
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No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. MORE
We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. MORE
This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. MORE
Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. MORE
MARCH 12, 2021
New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate. MORE
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. MORE
Women’s participation in the workforce pushes the economy forward; diversity in the workplace drives innovation, critical thinking, and problem solving in powerful, irreplaceable ways. MORE
By A.J. Windle, Director of Client Engagement. At Quality Contact Solutions , we believe our company exists because sales drive the world. Consumers demand great products/services, and businesses worldwide work tirelessly to fill that demand every day. MORE
A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. MORE
The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. MORE
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. MORE
Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it? MORE
What’s that tension building in your temples? It’s been a growing nuisance ever since your company decided to outsource to a new call center partner— and now it won’t seem to go away. Finding and selecting an outsource call center can easily become a time-consuming headache. MORE
By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. MORE
IVR fraud is on the rise. Learn how to leverage a multi-layered approach to better protect your customers and your brand. Customer Service Channels MORE
Employers must first know what their workforce looks like compared with the labor market and inequities based on demographics. You need to identify how a. Read more. MORE
The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which people used idiomatically early in the 1700s to mean continue something,” according to the website Writing Explained. MORE
If you want the history of Working Solutions, there are few people better to talk with than Tracey Sloan, the company’s vice president of Innovative Solutions and Support. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister Rogers was a patient and gentle character created by the real-life Fred Rogers, and the host of the PBS children’s show “Mister Rogers’ Neighborhood.” MORE
This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. MORE
The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Is it us, or is the “new normal” starting to feel kind of, well, normal ? We’re all adapting since COVID-19 struck, maybe better than we initially expected. MORE
MARCH 11, 2021
Nuance’s Global Campus Program is more than just an internship. The time interns spend at Nuance is filled with the best and brightest minds in the Conversational AI industry. MORE
Over the past year, the medical field has been facing one of its greatest tests in history, as frontline workers continue to fight against the global pandemic. Medical contact centers have been inundated with worried members seeking answers and support. MORE
The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets. MORE
As a startup founded in Canada, this one was a long time coming. Irish names are quite prevalent here, and some of them can be challenging to pronounce. Irish names have a rich cultural history, and Ireland was one of the first countries in Europe to use surnames. MORE
Sat.Mar 06, 2021 - Fri.Mar 12, 2021
Are Remote Agents the Future of Contact Centers?
MARCH 10, 2021
The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Is it us, or is the “new normal” starting to feel kind of, well, normal ? We’re all adapting since COVID-19 struck, maybe better than we initially expected.
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Culture is Contagious
MARCH 10, 2021
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture.
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2020 Business and Customer Service Experience Trends
MARCH 12, 2021
New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate.
Are Vaccine Passports A Key Enabler To Help End The Pandemic Or Not?
MARCH 6, 2021
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot.