You can have a successful work-from-home (WFH) model for Customer Support – if it’s executed well. As companies consider moving their teams virtual during (and post) COVID-19, they’re trying to understand the advantages around relocating remotely. There are many benefits as long as your internal...
Although the term “Quality Assurance” may bring with it some fairly sophisticated and far-reaching implications, the concept at the heart of it couldn’t be more straightforward. It simply refers to “an ongoing testing and/or evaluation activity that ultimately provides valuable insights into both...
Over the last decade, in particular there has been an enormous level of disruption taking place across the contact center industry. Those who are still holding onto the “tried but true” best practices of an era that has long since ended are rightfully scared. Any change brings with it an incredible...
a massive 60% of all small businesses permanently close their doors within just six months of a cyber attack taking place. When you also consider the fact that the vast majority of these types of attacks actually target small businesses in the first place, it’s easy to understand why this is such...
These days, customer experience isn’t just important – it’s essential to everything that you’re doing as a brand. It’s the cornerstone upon which your competitive advantage will be built, even in the must cutthroat of industries. According to one recent study, a massive 67% of customers say that...
