bold360 Blog

MARCH 16, 2020

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

Customer Service 55

Customer Service Front-line service Scripts Contact Center 55

Connecting the Dots

APRIL 21, 2017

But whenever I call a contact center now, I dread it. And, when you think about it, in contact centers today , at least by my experience, a lot of these sorts of measures are tending towards validating that things are OK. They have to do with the simple non-monetary remedies. It goes both ways.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48