2020 has been different from any year in living memory. The holiday season will be no different.
Category: Leadership & Agent Management
Making new hires—particularly in the middle of a global pandemic—isn’t easy. You know that your customer service agents need to wear a lot of different hats while serving a wide variety of clients. They help with the ongoing growth of your company by making sure customers are satisfied and turning them from one-time buyers into […]
What is the gold standard of customer care? It begins with a great customer contact team. Today we have a special Q&A for you with the leader of one such team: Diana Beckman, Sr. Director of Global Client Services at Autodesk Inc.
Every business owner knows that customer feedback is important for a company’s success. The relationship between the customer and the customer service representative can make or break a sale, and if you multiply that across hundreds, thousands, or millions of customers, you start to see the importance of high-quality customer service. But you won’t know […]
In a previous article, we reported on Shep Hyken’s opening keynote at our virtual roundtable event Customer Contact Now. At this event, customer contact leaders, vendors, and experts came together to discuss the state of customer support and how leaders can help their agents succeed.
While many of us hoped, prayed, and assumed the coronavirus crisis would be over by now, the truth is that many places in the country are still in the thick of it. That means many of us are working from home for the foreseeable future.
While your agents are busy putting customers’ fears and concerns at ease, how are your managers supporting these agents in their transition to telecommuting brought on by the coronavirus pandemic?
At our company, one of our core values is innovation. We believe creativity and progressive thinking are critical to our success. I happen to share the opinion of former Ford CEO Mark Fields, who said, “Without innovation, I strongly believe companies die over time.”
This edition of The Oswald Letter is a guest post from Elizabeth Petersen, Project Director for Simplify Compliance. I’ve recently started reading Reddit semiregularly, and one of my most-visited subreddits is r/careerguidance. While the questions submitted range from the very specific (“I’m a history major with two years of work experience at a museum. What […]
This edition of The Oswald Letter is a guest post from Elizabeth Petersen, Project Director for Simplify Compliance. For most of us, the path to becoming a leader starts years before an official leadership title and a team of employees are granted.