Addressing the CX challenge of changing markets
Prior to 2020, there were clear, predictable market trends. Businesses typically knew when their seasonal peaks and troughs would occur, and ensured they had the capacity to deal with the increase in customer demand. But the ongoing lockdown and uncertainty around...
It’s Voice And Digital, not Voice Versus Digital.
It’s human nature to pick a side. In the world of sport, seeing your favourite football team do battle with their arch-rival can be entertaining, if your team wins! But in the world of customer service, is it right to pitch one support channel versus another? Over...
Working from home, one year in lockdown.
It has now been a year since global lockdowns began. Over the past 12 months, personal lives have changed in many ways. All have experienced uncertainties and stress, changed shopping and entertainment habits, and lost our freedom to come and go as we please. For...
Work At Home, Self-Service, and Automation unite to deliver CX Support
Work-at-home brings a host of benefits, allowing for highly flexible customer service operations, improved business continuity, and a better employee work-life balance. For home-based colleagues to perform effectively and efficiently, they must have support and access...
Directors Club Virtual Seminars
Register to watch informative videos on Work At Home (WAH) customer service