Reflections on Pandemic-Era Contact Center Operations
While the pandemic continues, a contact center leader looks back on how her organization adapted to it, and how managers have shifted their leadership style to meet the challenge. The experience has left an indelible mark on the contact center.
How to Deescalate Stress for Customers and Agents in Turbulent Times
Everyone is under a tremendous amount of stress right now, and that means it is more important than ever to offer seamless and exceptional customer service. Also, don’t forget that anything you can do to support your team will benefit both agents and the customer experience.
20 Ways to Empathize With Stressed-Out Customers
Empathy can sometimes be in short supply, but it is always needed in customers who call into your contact center. Here are great strategies and phrases to use to connected with customers and make them feel heard.
What to Say to Angry Customers
During a crisis, there are often waves of angry and desperate chat messages and calls. Here is sound advice for how to manage the strong emotions of customers, and maintain sanity, from Brad Cleveland, Senior Advisor to ICMI.
How to Deeply Understand Customer Pain
Four critical ways you and your team can deeply understand customer problems and pain so that you can design awesome products and experiences.