Blog

Exploring the Impact of COVID-19 on Customer Behavior

by Kim Campbell in Call Center Measurements, Call Center Metrics, Customer Service Trends, Kim Campbell

  What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]

 

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Comparing the Online vs In-Person Customer Experience: A Personal Story

by Susan Preiss in Customer Experience, Measuring Customer Service Performance, Susan Preiss

In this article, we share a first-person experience from our Vice President, Client Services, Susan Preiss. She explores the tale of two customer experience scenarios, comparing online versus in-person customer experiences in the quest to buy a new car. The takeaways for the world of customer care are tangible and actionable. Read on! Vehicle Shopping: […]

 

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It’s 2021. Are You Going to RFP for Your Contact Center This Year?

by Mike Hasler in Contact Center Outsourcing, Contact Center RFP, Infographic, Mike Hasler

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate. It’s a necessity—but it doesn’t have to […]

 

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