This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee’s remote work experience and the customer’s experience. Next, Sheila zeros in on pleasing our youngest generation of customers in our increasingly more digital customer service world.
Michelle provides successful strategies, such as providing remote/hybrid options, competitive pay, and training, for attracting and retaining quality employees in 2023.
Derek explains how digital adoption platforms (DAPs) can help reduce stress by making the agent’s process easier, thus making the customer interaction more successful. Finally, Mark details the differences between a knowledge management system (KMS) and a knowledge base (KB). He guides us on how to best set up an efficient, effective KMS. Happy reading!
Transforming the Support CX with Video
The COVID-19 pandemic forced centralized contact centers to distribute their operations – that’s the democratic way to say it, anyway. In reality, businesses everywhere scrambled to outfit their employees’ homes with the technology they needed to both shelter-in-place and continue providing excellent customer support.
Three years later, it has become clear that remote work is here to stay. Contact centers are transforming what was once, perhaps, a band-aid approach into a fully realized novel way to work.
How to Win the Hearts of Gen Z
Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are.
Going Home for Talent
In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But by the end of 2022, and in the first quarter of 2023 it’s clear that WFH is a permanent fixture in the contact center landscape.
How to Drive Employee and Customer Happiness
Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact centers are still understaffed and agents are still overwhelmed.
Unlocking the Call Center Possibilities With KMS
In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS).