What to Say to Angry Customers
With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard...
Controlling Contact Center Costs the Right Way
With the current economic challenges, many organizations are likely looking for ways to control costs as they serve customers. Done right, these efforts can succeed. But the wrong approach can backfire and result in new and/or hidden costs, frustrated employees and...
“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic...
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...