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
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
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
As leaders we are preprogrammed via our education and experience to constantly measure and manage activity results. Looks to make a new capital investment? Let’s perform a cost/benefit analysis. Need to assess the effectiveness of one of your business strategy? Calculate the ROI – Return on Investment. If your can’t measure it, it doesn’t
2020 has been one crazy year and it’s only half way over at this point. In many ways it feels Apocalyptic. We’ve had extremely disruptive issues with the impacts of a pandemic, racial tensions, riots, solar flares, Sahara Dust and who knows what’s next. I think it’s either Locust or Frogs? When I see
