Despite myriad opportunities to interact with companies via email, SMS, and chatbot, many customers still want to hear a human voice over the phone. Sometimes this is a matter of…
Tag: customer service
Contact Centers Should Be at the Center of Digital Omnichannel Communication Strategies
Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding customer behaviors and anticipating needs (e.g., what problems they’re trying to solve, what their primary…
Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…
Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day. We consult Siri and Alexa…
Four Keys to Creating a World Class Contact Center
Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold. You wait. And wait. And…