Showing Archives for: Customer Experience

The WFH Movement

Nov 30, 2020

The Work-From-Home Movement Has Begun. Are you ready?     Can we all agree that this whole work-from-home situation is not going anywhere?   No longer seen as the FUTURE of the call center industry, it is the NOW of all industries. Covid-19 not only redefined the way call centers operate with work from home […]

READ MORE

OUR RECAP: ASPECT VIRTUAL CUSTOMER EXPERIENCE CONFERENCE, ACE 2020

Oct 23, 2020

  Last month we sponsored ACE 2020, Aspect’s Virtual Customer Experience conference. With all in-person events going virtual, they pulled off an incredible gathering with on-demand videos, interactive roundtable sessions, live presentations and focused groups that delivered an insider’s look at the contact center industry.   The event delivered many memorable moments and valuable insights. […]

READ MORE

Overcoming your most common recruitment challenges: A guide for recruiters and human resource teams

Oct 14, 2020

  During this global pandemic, the HR department has had a lot to deal with. The switch to remote staffing, mental health challenges and the multitude of uncertainties added to an already stressful environment.    And then there’s the challenge of recruiting candidates in highly niched sectors that require unique qualifications for positions that impact […]

READ MORE

Call Center Audit, it’s a health check for your call center – no need to open up and say AH!

Oct 07, 2020

  Unless you’re an insider, most people don’t know what a call center is or does. Images of rows and rows of headset-wearing, smiling clones in far away locations disrupting your evening meal, is what the average person thinks a call center is. But really, any customer facing company with a high volume of interactions […]

READ MORE

In conversation with Joe and Pierre: A look towards a brighter future

Sep 16, 2020

The Covid-19 pandemic has changed the way businesses around the world operate. As business owners and employees navigate the new normal, our founders Pierre Lemoine and Joe Bigio  look on the brighter side of things, finding and creating positive outcomes. In this fourth and final episode, our founders discuss the future of the industry and focus […]

READ MORE

Genesys launches new chat features for improved customer engagement

Aug 06, 2020

A lot has changed during this worldwide pandemic. As we navigate through a new normal that includes face masks, social distancing and work from home measures, customer communication has never been more important. With call centers reporting increased volume, adding strain to an already stressful period, companies must have self-service and multi-channel solutions to address […]

READ MORE

PROACTIVELY COUNTER THE IMPACT OF COVID-19 THROUGH INSTANT IVR MESSAGING

Mar 17, 2020

Now more than ever, CUSTOMER EXPERIENCE is a key differentiator that distinguishes your services Last week, we were cautiously business as usual. Today, across North America, companies are scrambling to minimize the impact of the Coronavirus for both staff and customers. For our employees, we’ve implemented safety measures to protect their health as they continue […]

READ MORE

The Customer Experience is Not a Buzzword, it’s a Competitive Advantage

Dec 04, 2019

Buzz. Hype. Noise. The CUSTOMER EXPERIENCE has officially become a trendy buzzword associated with how much a company *cares* for its customers.  When something becomes so mainstream that it gets its own trendy and instantly identifiable acronym – CX, its true value can sometimes get lost. Worse yet, its importance gets diminished. Jon Picoult’s article […]

READ MORE