Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations

Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations

Diane Halliwell Diane Halliwell | Wednesday, June 10, 2020

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.

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Contact Center Home Agent Deployment Tips and Techniques

Contact Center Home Agent Deployment Tips and Techniques

Ross Hartford Ross Hartford | Monday, March 23, 2020

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.

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Making Self-Service Work for your Customers

Making Self-Service Work for your Customers

Mark Pendolino Mark Pendolino | Wednesday, January 29, 2020

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.

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