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Contact centers today are comprised of an intricate web of platforms and systems—from customer support platforms, to order management systems, to loyalty program software—all of which are necessary to provide customers with great service. But while they serve a necessary function, they can still...
Contact centers today face increasing pressure to do a lot with limited resources. At Gladly, we’ve been thinking about how to help contact center leaders negotiate this tricky balance, culminating in this three-part series of posts on maximizing efficiency in your contact centers. If you...
Being a customer support agent has to be one of the most stressful jobs in the world, even during normal times. Dealing with issues and problems all day every day is draining. And customers are sometimes at their worst when they connect with agents. The agent is expected to remain calm, cool,...
Your contact center plays a pivotal role in delivering the great customer experiences that keep your customers satisfied and coming back to you time and again. Yet, like most departments in most organizations, they routinely find themselves in the tricky position of having to deliver to a...
As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...