While the COVID-19 pandemic created an unforeseen demand for call center services, organizations also faced an increase in agent unemployment - preventing customers from getting help at a time they most need it. As we look forward to the reopening of the economy this summer, how do we reengage customers and win back their trust?
There is no doubt that the COVID-19 virus is a crisis in which the world has not seen before. In addition to the difficulty world leaders, heath care professional and first responders are facing, there are also immense difficulties in properly servicing customers and enabling service teams.
Have you ever urgently needed written information from a bank to apply for a home loan just to wait on hold after calling the bank’s help line? After what feels like forever, you are finally connected to a representative but as luck would have it, they aren’t authorized to type a letter on the bank’s letterhead.
As a remote worker, I have always conducted most of my meetings from my home office. With years of expertise of video meetings going unexpectedly awry and how to handle these moments, today I am sharing a few stories of how to manage these inevitabilities – and perhaps a few laughs too!
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability.
The following post by guest contributor Brendan Read, Frost & Sullivan Industry Analyst, is the first in a series examining the “virtuous intersection” of customer experience and profitability.
