Frost & Sullivan recently hosted a Webinar Week Series featuring leading solution providers sharing insights and use cases of organizations taking on the very real challenges we are facing at this moment in time.
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.”
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.
Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement
Hospital administrators, particularly nurse administrators, have been facing increasing pressure to balance cost and quality of care. At the heart of this challenge is a critical resource – nurses. Often specialized, always in demand within the hospital, nurse resources are essential to almost every aspect of the care process.