Given that Interactive Voice Response (IVR) and self-service enable customers to handle the easy transactions themselves, chats and voice calls directed to agents are getting harder.
Doing the work to retain employees
Seven Call Center Mistakes You Can Fix Right Now
Unlocking the Real Issues
Podcast: Melissa Copeland on great customer experiences
Melissa Copeland is a great woman to know. She had a wonderful career, as so many women have had, only to discover that flying all over the world was not great for her family, or even herself. She pivoted and launched Blue Orbit Consulting, which allowed her to refocus her attention on clients closer to home and on projects dear to her heart—like improving customer interactions for her customers.
Driving a Common Understanding
Collaborating with teams to achieve outcomes has never been as stressful as it is today. People feel tired, burned out, undervalued, and sometimes unheard. Changing that dynamic can represent a fresh start with very tough situations, even before we get results through the process, technology, and execution.