“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”
Quick, think of your most horrible customer service stories. Some of you might think about burnt-out agents who are threatening to quit their jobs, or perhaps that frustrated and angry … Read more “7 Proven Strategies for Reducing Call Centre Demand”
The modern workplace is changing. Video conferencing is becoming a must-have tool for collaboration and communication. As more employees disperse around the world, and remote work becomes more popular, the … Read more “The Best Video Conferencing Hardware for Your Business”
As a call centre representative or manager, chances are you probably receive an angry phone call at least once a day. It could be an irate caller complaining about a … Read more “Angry Phone Call: 10 Customer Service and De-escalation Techniques to Handle an Angry Caller”
The incredible, recent advancements in technology has sparked the adoption of telehealth – a new way for providing instant and timely medical care and consultation for patients at remote locations. … Read more “7 Benefits of Telehealth and How Does it Improve Care Delivery”
The pandemic revealed a lot of information about the current workplace. We’ve seen first-hand that businesses can’t just have cloud back-ups in place to ensure continuity. For companies to truly … Read more “Why Mobility Should Be Part of Your Business Continuity Plan”
It’s easy to engage people when they’re in the room. Eye contact, hand gestures, and diction will get you a long way. You can bounce off the people that you’re … Read more “What is a Webinar (and How To Do It Right)”
The COVID-19 pandemic thrust the world into the future of work a lot faster than we expected. One moment, people were sitting in an office, waiting for their next meeting, … Read more “How Video Conferencing Shapes the New World of Work for the Public Sector”
Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”