Cứ sáu người thì có một người thừa nhận là đã gọi cho dịch vụ khách hàng trong thời kỳ đại dịch – chỉ để nói chuyện với ai...
Đại dịch COVID-19 đã có tác động lâu dài đến cách khách hàng tương tác với ngân hàng của họ. Khách hàng vẫn cần trợ giúp – dịch vụ...
Your customers are the very reason your company exists. Your commitment to your customers’ needs should be clearly defined in your mission and vision statements; understood by all employees;...
We’ve all experienced our share of challenges this year. But by using technology that empowers their agents, many contact centers have done more than simply adjust to these changes....
Looking back, 2020 was filled with compromises, adjustments and alternative plans for everything — from hiring new team members to celebrating birthdays. But these new challenges gave us the...
Contact centers across the world have had to shift their operations in 2020, especially their workforce planning efforts. Traditional forecasting and scheduling methods worked in the past — when...
Automation technologies like artificial intelligence (AI), voice assistance and chatbots have become commonplace for consumers. So, they expect to have the same technology options when interacting with government agencies....
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Growing up as a competitive figure skater, I lost count of how many times my success was measured by my performance at a competition or how quickly I reached...
Contact centers for financial services were traditionally seen as an extension of the brick-and-mortar office. However, they now recognize that customer experience is a major differentiator in success and...