Did Contact Centers Fail the COVID Test?
We've all seen the stories: Customers left on hold for hours, sometimes unable to get through...
Category: Crisis Management
The Importance of Call Centers in a Crisis
The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the...
9 Effective Ways to Handle Call Spikes in a Crisis
At the risk of blowing our own trumpet, we've been hammering on about the necessity of...
2020 Vision: What Customer Service Looked Like in 2019
Good customer service can be hard to find. Conversely, bad customer service is easy to spot...
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Who are you #OnHoldWith? The Top On-Hold Offenders in the Retail Industry
Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television....
How Call Centers Can Manage a Brand Crisis
Think a crisis will never happen to your brand? Think again. 2018 proved that reputation-damaging blunders...