Rotem Gal August 2, 2021 Before the pandemic, personalization was already a vital part of delivering an exceptional customer experience online and offline. However, the disruption and uncertainty of Covid-19 made the importance of improving a customer’s journey at every touchpoint even more critical. As a result, customers pushed businesses to continue to adapt quickly … Continue reading The Future of Omnichannel Contact Centers
Tag Archives: Contact
The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?
Amy Bennet June 23, 2021 For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory … Continue reading The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?
Spring Cleaning: 6 Ways Accurate Contact Data Allows New Opportunities to Bloom
Paula Chiocchi April 6, 2021 Spring is here, and it’s time to clear out those digital dust bunnies and get your data house in order. Most of us agree that having fresh, accurate data is essential to fuel effective digital marketing—but it’s easier said than done. Maintaining a clean and accurate database is challenging. To … Continue reading Spring Cleaning: 6 Ways Accurate Contact Data Allows New Opportunities to Bloom
Why Digital Transformation is Now on the CEO’s Shoulders and What That Means For You in the Contact Center
Veronica Krieg January 30, 2021 We’re all tired of harping on the negatives of 2020 (because well, there are tons, and it’s all still fresh). But it turns out, the tumultuous year brought us some positives, too. It’s a year that showed us opportunity. The opportunity to be more intentional with your time. To start … Continue reading Why Digital Transformation is Now on the CEO’s Shoulders and What That Means For You in the Contact Center
The Pivot to 100% Remote Training in the Contact Center
Susan Preiss October 26, 2020 When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire … Continue reading The Pivot to 100% Remote Training in the Contact Center
How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center
Ellen Christenberry October 22, 2020 When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor. While I liked my supervisor as a person, and … Continue reading How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center
An Undeniable Choice for Current Times: Move your Contact Center Virtual
Laura Krajewski July 28, 2020 Pexels / Pixabay The room is dimly lit, tightly packed, and windowless. The air seems tense. It’s hard to hear above the clatter of keyboards and phones ringing off the hook. Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center … Continue reading An Undeniable Choice for Current Times: Move your Contact Center Virtual
3 Facts IT Pros Wish Your Contact Center Would Prioritize on the Hunt for a Better Omnichannel Platform
Veronica Krieg July 27, 2020 Last week, I texted my vet on a Saturday to cancel an appointment for my cat Nacho. Within seconds, I got a response from Julie, the friendly and peppy office manager. It took less than 60 seconds to reach out and get confirmation for my request. At my previous vet’s … Continue reading 3 Facts IT Pros Wish Your Contact Center Would Prioritize on the Hunt for a Better Omnichannel Platform
6 Ways to Be an Understanding and Supportive Leader as You Manage a Contact Center Team During a National Cultural Movement
Veronica Krieg July 13, 2020 Author’s note: We realize racism both in and out of the workplace is an extremely difficult topic and a complex subject to approach. But, its difficulty does not give us permission to disengage. At Sharpen, we believe in equality for all people. We’re working to bring those values into an … Continue reading 6 Ways to Be an Understanding and Supportive Leader as You Manage a Contact Center Team During a National Cultural Movement
The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
Laura Krajewski July 6, 2020 We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret. It’s often difficult to gauge how your relationship is going with … Continue reading The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
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