In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future
Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.
The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...
The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs...
The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?
Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?