Coronavirus has caused a massive increase in customer volume for most contact centers. Combined with physical distancing requirements, that means contact center leaders have multiple challenges. In this two-part post, let’s look at ideas to help with this situation.
Tags: Customer Experience, CCaaS, CCTR Operations, employee experience
Here are the two easiest options for setting up and supporting your employees working from home during the COVID 19 outbreak.
Tags: Customer Experience, CCaaS, CCTR Operations, employee experience
Watch the recording of the recent webinar "Lead, Train, and Coach Your Contact Center Employees to Success" with Mike Aoki. The guest experts are Sheri Kendall and Kate Nasser.
Tags: Video, CCaaS, CCTR Operations, employee experience
Learn the five tips to providing better customer service via email and improve your contact center’s email customer service.
Tags: Customer Experience, CCaaS, CCTR Operations, employee experience
Learn the five tips to improving your IT Help Desk’s internal “customer” service scores & get your team recognized as a vital resource that supports your business now.
Tags: Video, CCaaS, CCTR Operations, employee experience
Watch the recording of the recent webinar "5 Key Strategies for Your Contact Center's Operational Success" with Mike Aoki. The guest experts are Leanne Park and Martin Tracey.
Tags: Video, CCaaS, CCTR Operations, employee experience
With Mitel acquiring ShoreTel, there has been a lot of fear, uncertainty, and doubt (FUD) in the marketplace about the ShoreTel Phone Systems. Read on to learn why the ShoreTel phone systems are not "End of Life".
Tags: UCaaS, Customer Experience, Insider
Do you know what the key questions and answers to look for when considering a new Mitel (Shoretel) Support partner? Read more to find out how to distinguish the great partners from the rest.
Tags: Customer Experience
Experiencing irate customers in your contact center? Read on to discover the 5 tips for handling irate customers in your contact center.
This is the last of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In previous posts, we explored how to maximize unstructured feedback and why agents don’t share feedback that they receive from customers. In this article, we’ll focus on what happens to the feedback that makes it to management.
Read Part 1: Solutions To Maximize Unstructured Feedback and Part 2: Why Agents Don't Share Unstructured Feedback