Virtual, aka Remote, working is here to stay. The one thing we know for sure is that the world we lived in preCovid is forever gone. This means a continued evolution to find new and better ways to do a number of things. One of those is meeting the needs of a virtualized workforce.
As we all look forward to 2021, we need to accept a few things, and then ask ourselves some important questions. First, we need to accept this new reality and the monumental changes it brings. Q1 of 2021 introduces a new political regime with new approaches to business, taxes and much more. Like it
- 5 Trends that will shape the 2021 Customer Care Landscape GalleryBPO, Business, Business Tips, call center, Chat Support, Contact Center, COVID 19, customer experience, Customer Service, Customer Service, CX, First Call Resolution, Leadership, Outsourcing, Technology, Trending
As support teams look to 2021, there’s no shortage of priorities, from team efficiency, to customer experience, to operational business impact. Leading Edge Connections latest research reveals how industry leaders are working to find balance. Let’s face it, the number of items on the plate continues to increase. Customer expectations continue to rise, while
- Top 4 Reasons to Outsource Your Contact Center Customer Service Needs GalleryBPO, Business, Business Tips, call center, Chat Support, Contact Center, COVID 19, customer experience, Customer Service, Customer Service, CX, Outsourcing, recruiting, Technology, Trending
Contact Center services are typically an essential part of any thriving business. Customers who are upset, happy, frustrated, or even curious still prefer to hear another person’s voice on the phone to listen to them and assist them in resolving their concern or need. A customer’s experience with your business, or contact center team
There are a great number of approaches to refining customer interactions and customer experiences but not all of them positively affect the bottom line the way FCR does. For those unfamiliar, first-call resolution (FCR) is an extremely important contact center metric and key element of customer relationship management. The term is self-explanatory: a contact
In a 2019 study, organizations adept at hiring talent also had two times better profit margins than those that were less capable in recruitment. The reason why recruiting remains so powerful is that if you don't bring in the right players, the other operational functions suffer. When those departments suffer you diminish the company’s