
Customer
Contact
Insights
The reality of customer service recovery
Rebuilding the best business.
Getting back to the workplace – Can we? Should we?
Delivering a consistent service, whilst dealing with discontinuity.
How secure is your customer data?
Why contact centres must prioritise the security of customer data.
Retail – where next for customer service?
Building a more secure future for an embattled and fast evolving sector.
The psychology of crisis
Tips on supporting contact centre workers.
Back to the new norm! Planning your post Covid operation
Preparing business for a return to the office.
GOVERNANCE – Guidelines and considerations in times of change
Through these unprecedented times has the contact centre industry seen governance between a client and its partners become less or more important? Have businesses considered how they are to shape this into their future ways of working?
In this article, I offer my thoughts on successful governance; some options for frameworks and share how I believe good governance can add real value to a relationship.
Conscience or cost: Corporate Social Responsibility in times of crisis
Contact centres who have moved quickly to wholly distribute their workforce are still faced with massive operational challenges including erratic levels of demand, huge changes to channel usage and how to engage, motivate and support staff without a physical connection. But there are also key and often pressing regulatory and compliance questions to be understood and addressed.
Homeworking – the new challenges for contact centre compliance
Contact centres who have moved quickly to wholly distribute their workforce are still faced with massive operational challenges including erratic levels of demand, huge changes to channel usage and how to engage, motivate and support staff without a physical connection. But there are also key and often pressing regulatory and compliance questions to be understood and addressed.
Contact centre revolution? A vision of future working
For years we’ve been talking about how homeworking would bring opportunities and change how contact centres employ people and deliver service, creating flexibility for both people and organisations. It was a win-win and was coined as the great opportunity – yet it never really fulfilled its potential. However, due to the pandemic, in 2 weeks it has been delivered, but at what cost?
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