Our previous post shared some foundational elements of leadership in a crisis. This week, we will focus on operational elements critical to maintaining effective customer service when a crisis turns a company’s world upside down. In this post, you will see that effective crisis operations require teamwork and cannot be achieved without all team members pulling together.
When it comes to focusing on the customer, Amazon leads the way. So, it’s no surprise that Jeff Bezos has great advice for leaders trying to do the same: “We are stubborn on vision. We are flexible on details.”
During these times, the Cloud has proven itself. So when should you really move your on-premise contact center platform to a cloud solution?
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications from the new Paycheck Protection Program.
As the US braces for the impact of the COVID-19 crisis, business leaders are focusing on the potential impacts around profits, supply chain, and brick and mortar traffic.
Agents typically work in shifts in a contact center and are physically present in the building to accept interactions. With the restrictions currently placed on gatherings and to promote employee health, many contact centers are moving to allowing / requiring agents to work from home.
A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means “I would like to be assisted“, and a black basket indicates “I would like to shop on my own“. Indicators of the new customer self-service reality.