Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
How Contact Centers are Responding to the COVID-19 Crisis
“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in this “new normal” look like?...
Training Contact Center Agents to Display Empathy: Nature or Nurture?
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the...
