Author Archives for webmaster

How can customers benefit from your remote contact center?

May 14, 2020 11:41 am Published by webmaster Leave your thoughts

It’s nearly impossible to find someone who doesn’t have a nightmarish story about airline service. Remember when they refused to... View Article

May 14, 2020 11:35 am Published by webmaster Leave your thoughts

Before the pandemic, contact center supervisors had their schedules down to a science. Let’s follow your average supervisor through a... View Article

May 14, 2020 11:33 am Published by webmaster Leave your thoughts

For the past couple of years, Suzy has more or less kept the same routine. By day, she serviced customers... View Article

May 14, 2020 11:17 am Published by webmaster Leave your thoughts

It wasn’t so long ago when getting a pizza meant physically going to a brick-and-mortar location, placing an order with... View Article

May 14, 2020 11:13 am Published by webmaster Leave your thoughts

In early March, as the Covid-19 pandemic swept across the United States, T-Mobile made the previously unthinkable decision to send... View Article

May 14, 2020 11:03 am Published by webmaster Leave your thoughts

Imagine a contact center agent for a large telecom company. Let’s call him James. On his first call one morning,... View Article

May 14, 2020 11:01 am Published by webmaster Leave your thoughts

When Jay Lee clocked in for his first shift, he felt optimistic. He’d just begun working as a contact center... View Article

May 14, 2020 10:51 am Published by webmaster Leave your thoughts

It may seem like ages ago now but think back to those early, chaotic days of quarantine. All of a... View Article