How Long Are Customers Willing to Wait?
With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer...
Real-time Management: Level 2 and Beyond
These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management...
The Power of One: Every Agent Matters
In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are...
Building a Cohesive Virtual Team
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may...