Nov. 16, 2020
Appointment Scheduling, Omni-Channel
"Zoom fatigue" is the tiredness, worry, or burnout associated with overusing virtual platforms of communication. Zoom fatigue is particularly hazardous when customer service agents are concerned. And yet, serving customers over video, particularly during times of social distancing, has many benefits. So how can a service provider alleviate agents' zoom fatigue?
Nov. 02, 2020
Business Process Management, Customer Interaction Management
When customer service agents work from home, things get tricky. Service reps never work in isolation, as it is their job definition to be constantly communicating. Here we examine agent communications and suggest methods to ensure they remain effective when working from home.
Oct. 13, 2020
Customer Experience, Customer Interaction Management
Businesses naturally associate creativity with advertising. We expect our marketing department to come up with creative ideas for new campaigns. But what about creative customer experience?
