CX Strategy

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Contact Center Preparedness: Operating in a Pandemic and Beyond
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...
Self-Serve Strategy: Before, During and After A Crisis
Frost & Sullivan recently hosted a Webinar Week Series featuring leading solution providers sharing insights and use cases of organizations taking on ...
Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations
Our previous post shared some foundational elements of leadership in a crisis.  This week, we will focus on operational elements critical to ...
Leading Remote Teams in a Crisis, Part 1: 6 Best Practices for a Strong Foundation
When it comes to focusing on the customer, Amazon leads the way. So, it’s no surprise that Jeff Bezos has great advice ...
Migrating Your Contact Center to the Cloud: 5 Key Considerations
During these times, the Cloud has proven itself. So when should you really move your on-premise contact center platform to a cloud ...
Helping Organizations Prepare to Support Customers for the Paycheck Protection Program
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications ...
Contact Center Home Agent Deployment Tips and Techniques
Agents typically work in shifts in a contact center and are physically present in the building to accept interactions.  With the restrictions ...
How Will the Coronavirus Affect Your Customer Service?
As the US braces for the impact of the COVID-19 crisis, business leaders are focusing on the potential impacts around profits, supply ...

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