Remove Call Flow Remove Communication Remove Contact Center Remove Employee Engagement
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Customer Journey Mapping in the Contact Center

BlueOcean

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. Communication is key. Measuring, Training, and Coaching. Driving Process Improvement.

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Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Create a High Trust Environment. Here’s how!

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8 cross-industry knowledge management strategies to leverage during a crisis

Talkdesk

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.