Forrester Vice President and Principal Analyst Kate Leggett blogged the emergence of what she calls "digital-first customer service solutions." These types of solutions are characterized as delivering...
A few years ago, experts predicted a pandemic was coming. They saw the indicators and issues the warnings, and yet preparations weren't made. Credible predictions are difficult to make. Even more chal...
Despite worldwide lockdowns and varied attempts at a return to regular life, the pandemic shows no signs of letting up. Though there is hope on the horizon that a vaccine will be available soon, this ...
When you hear the term "customer service," what comes to mind? Your first thought is probably an office filled with customer service agents. They are clustered at desks or in cubes (though probably no...
Disrupted travel Though each day brings new hope, the pandemic continues to keep much of what was once "regular life" on hold. Society is not working, shopping, or traveling the same. Where this inter...
As concerns of further spreading the pandemic took hold, many companies quickly moved staff home. Despite the many challenges this created, it allowed businesses to remain active and viable–to a limit...
With so much attention on COVID-19, it's understandable if the arrival of spring was missed. As the season to traditionally perform some home deep-cleaning, it's also a great time to thoroughly review...
As the world continues to navigate the COVID-19 crisis, a new chapter is underway. With new cases slowing and in decline, many countries around the world are taking the next step: to reopen. Now begin...
"When will things return to normal?" A check of Google search trends shows it's a common question these days. Not a surprise, given many U.S. states have been exercising social distancing, some form o...
Journaling (and the edgier bullet journaling). Some might call these the modern and adult term for keeping a diary. Regardless of which form you prefer, they are an effective means of capturing though...
As the COVID-19 virus spread, federal, state, and local governments in the United States looked for ways to slow it down. Social distancing proved helpful but quickly proved inadequate. In response, s...
Social distancing. It's one of the key actions everyone can practice to battle the COVID-19 virus. And where is it particularly challenging to social distance? In a contact center. Most businesses rel...
Though it seems like a twenty-first century concept, would it surprise you to learn customer journey mapping first appeared as a concept in 1998? As a tool within the broader practice of measuring and...
The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain it. Though life has radically changed i...
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