Top 5 Posts in September

Contact Center Pipeline Top 5 Blog Posts

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite from Susan, bringing you 10 top Customer Service Week inspiration posts full of ways to recognize and show your appreciation for your agents.

Also this month, Dave dives into the multi-faceted approach centers must take to ensure their agents are satisfied. Additionally, our readers have been gaining insights on the outlook for remote work for B2Bs, how to offer the most personalized customer experience while protecting your data, and how to tackle the Engagement Capacity Gap.

Top 10 Posts for Customer Service Week Inspiration
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few more ideas or a bump of inspiration to keep the appreciation flowing, the following are our top 10 posts filled with tips for recognizing your staff.

Sorry, No Magic Cure-All to Turnover
It is a common misconception that retaining valuable contact center agents is as simple as a salary increase.

WFH for B2B?
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.

The Door to Personalized (and Secure) CXs
Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications.

Closing the Engagement Capacity Gap
Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers.