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We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centers as well. For nearly a year, customer service organizations have dealt with unexpected, increased demands for customer experience (CX) flexibility...
The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many and addressing these challenges successfully is critical...
‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner...
Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his...
CX Best Practices Posted August 11, 2020 The new generation of wireless technology, 5G, promises to change how people use the internet through lightning-fast connection speeds, lower latency and an ability to connect one million devices per square kilometer. This...
CX Best Practices Posted December 21, 2020 For the safety of workers, the COVID-19 pandemic pushed customer experience (CX) leaders to adopt work-from-home (WFH) as their new delivery model. During the transition to WFH, many brands were adopting more empathetic...
CX Best Practices Posted December 29, 2020 In a year dictated by the various stages and devastating impacts of the global pandemic, there have thankfully also been some inspiring moments. These included our ability as a global community to quickly adapt and evolve all...
St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was...