The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for leaders of these organizations. In particular, there are three actions every customer operations leader must consider. The Employee Perspective Call centers in certain industries have been deemed “essential” by the Department of Homeland Security. Employees of these call centers are expected to risk their own health, and the health of their families, by coming to work. If the employees do not come to work, they may face repercussions, up to and including termination. This, at a time, when having health insurance is critical. Writer HamiltonRead More →

If you are leading a customer support team in the midst of Covid-19 you know that the show must go on. Regardless of the pandemic, customers still need their software to work, their hardware to process transactions and the cloud services to be available. The Operations Blog has gathered together the best resources across the internet to help you manage customer support and operations teams amidst the Covid-19 pandemic challenges. The content is broken down into three segments and this blog post will be updated regularly. Managing Remote Workers Through Covid-19. Managing Customer Service, CX and Business Operations. HR View: Wellness, Privacy – Coronavirus. 1)Read More →

I recently attended a webinar called “The future of AI (artificial intelligence) in customer service”.  Experts at both Zendesk and Netomi presented their research findings and answered questions from the audience members. This webinar intrigued me. So, I went on to study the impact of AI on customer experience across industries and solutions. This blog recaps my key takeaways. What is AI in customer service? When people think about AI, they often think of Amazon’s Alexa or Apple’s Siri. Can Alexa or Siri help you with your NPS scores? Maybe! Let me define AI in the customer service realm. In simple terms, artificial intelligence automatesRead More →