Blog

Effective contact centers are the most adaptable of organizations, as they must frequently respond to changes of all kinds quickly and seamlessly. The past year and a half has not been different in that regard, with the massive shift to a more remote workplace. The current situation has, however, changed the way we look at agent coaching, with new challenges surrounding immediacy and visibility.

As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups.

Small business leaders wear a lot of different hats and juggle multiple responsibilities.

Just a few years back, the role of IT in the contact center focused largely on managing complex systems. Today, that environment has changed. As the cloud transformed how companies operate and how consumer prefer (and expect) to interact with the brands they do business with, IT found itself in a new role: that of delivering simplicity everywhere, with solutions that are easy to deploy, maintain and upgrade.

The rapid shift to remote working due to COVID-19 meant contact center operations needed to deploy solutions to let them seamlessly manage a remote workforce without losing efficiencies or negatively impacting customer experience (CX).

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass).