by Mara Lach | Jul 14, 2020 | Customer Service, Productivity and Workflow
A Brave New World for Customer Service: The Challenges of Managing a Remote Team On the rare occasions that Hollywood portrays a customer service operation, it is typically through footage of a busy contact center, with headset-wearing agents sitting at rows of...
by Mara Lach | May 14, 2020 | Customer Service, Productivity and Workflow
For most businesses it is not realistic for a customer service rep to know all there is to known about every customer. Specialization can be a key to successfully managing complex customer relationships. Account managers are a great way to maintain and strengthen...
by Mara Lach | Apr 7, 2020 | Productivity and Workflow
The growth of multiple channels for customer interaction, while it can lead to greater choice and better service, may backfire if it means one channel is prioritized over others. Effectively managing email as well as chat, phone and other channels can be a tough...
by Mara Lach | Apr 2, 2020 | Productivity and Workflow, Technology and Innovation
Despite the evolution of technology and the multitude of channels available to businesses to communicate with customers email isn’t going anywhere. According to an independent survey “despite hype around new collaboration tools, Outlook remains the most used...
by Mara Lach | Mar 18, 2020 | Customer Service, Productivity and Workflow
One of the most significant impediments to effective email management is simply a lack of tools to monitor, report and analyze traffic flow into and out of team inboxes. Real-time visibility into team and agent performance is an important piece for robust email...
