This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in the industry: companies that are making it increasingly difficult to connect with agents. Michele discusses the win that is WFH. Todd brings to light the importance of your carrier when it comes to developing a resilient Contact Center. And lastly, Sandrine takes a look at how to improve your customer loyalty through the omnichannel experience.
The Best Defense is a Good Offense
“The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat. It is also known as the strategic offensive principle of war. Generally, the idea is that proactivity (a strong offensive action) instead of a passive attitude will preoccupy the opposition and ultimately hinder its ability to mount an opposing counterattack, leading to a strategic advantage.
Why Customers Must Be Allowed to Speak to Your Company
One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox. It is a MUST READ for everyone in our industry, for it raises points that need to be addressed if we are to move forward.
Work From Home vs. Hybrid?
The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive. So much so that many organizations are now taking a very large stake in permanent work from home as a workplace strategy.
Continuity Starts with the Carrier
When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier.
IT leaders typically view carriers as merely a means to obtain voice, emergency, and messaging services, rather than the strategic launching point for your contact center. It’s time to flip the script of composability, continuity, and disaster recovery on its head, once and for all.
How to Create Real-World Loyalty
As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors. What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total transformation. In fact, a recent white paper by Webhelp and Frost & Sullivan looked at why game-changing customer journeys are more important than ever as we shift into the next transitional stage.