Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of diversity, equity, and inclusion (DE&I) for both agents and customers; adaptive leadership; building a stronger human experience for both the agents and customers; and empowering our agents with the technology and training to handle customer issues.
Adaptability: The Skill to Thrive in Changing Times
The world is changing at a very rapid pace. Societal demands, and workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive!
Building a Human Experience in the Contact Center
For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models.
Optimizing Agent Performance
As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when it wasn’t still a buzzword, even in dusty computer labs of the ‘90s.
Designing Inclusive Contact Center Experiences
Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them.
Inside View: Filling The Performance Gaps
Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages.