by Nick Sellers | Jun 18, 2021 | CX Service Design
For the past four decades or so, those working on the customer service frontline have been known as agents. Although other monikers may have come and gone, the agent title has remained. But more recently we have increasingly seen instances where businesses retired the...
by Nick Sellers | Jun 11, 2021 | CX Service Design
As we move into the second half of 2021, there are signs that things are starting to get back to normal. Consumer demand is picking up and businesses in many sectors are looking towards the future and recovery. But recovery doesn’t have to mean getting back to...
by Patrick Gorman | Jun 4, 2021 | CX Service Design
Home-based customer service has been around for years. But, for the majority of this time, it hasn’t truly been embraced and adopted as mainstream. Though seen as an option, adoption wasn’t essential for most businesses. But 2020 changed all that, and the work-at-home...
by Nick Sellers | May 28, 2021 | CX Service Design
When the majority of Customer Service departments found they couldn’t continue working in the office last year, they also found they couldn’t easily work from home. Making the changes needed to comply with an unforeseen situation and new rules necessitated compromises...
by Nick Sellers | May 21, 2021 | CX Service Design
Automation is on the rise, with companies across all sectors viewing it as an effective tool for positive business transformation. But, as technology advances and becomes ever-more sophisticated, it’s perhaps not surprising that employees are concerned for their...
by Nick Sellers | May 14, 2021 | CX Service Design
Work-at-home (WAH) has evolved significantly over the past year, with many companies adopting the model for business continuity. And this evolution hasn’t just been in terms of urgency and delivery, but also in how the model now sits within the overall customer...
