Patty Isnor

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Keep Calm and Resolve On: 8 Tips for Dealing with Dire Circumstances

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

With contact centers spread around the globe, it’s inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers affected by natural disasters require unique support.  While there is nothing […]

 

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Agent Insight #3: The Agent Desktop and Applications

by Patty Isnor in Agent Insights, Patty Isnor

Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]

 

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