Teams | Collaboration | Customer Service | Project Management

The past year has been a year of adversity. From the pandemic to racial injustice, many people have been faced with multiple types of adversity. And while there are societal changes that need to happen to overcome these challenges, there’s a lot we can do as individuals to fight adversity within an imperfect system. We recently had the privilege of learning from Laura Huang, who joined us for a virtual talk at Asana focused on how to turn adversity into advantage.

Looking for tips on effective contact center management? From scheduling customer support agents to monitoring their interactions, contact center management involves managing a contact center’s daily activities. And while life as a contact center manager can be hectic, you can ease the workload with the right techniques and tools. In this article, we’ll cover ten tips that’ll help you with contact center management and agent training.

We often hear that Artificial Intelligence is the future. The truth is that it’s already here, and if you’re not already using AI for customer service, you’re missing out. Integrating AI into customer service can drastically improve CX. It helps identify customer pain points, automates processes, speeds up decision-making, and optimises service delivery.

The global pandemic has changed the face of e-commerce and customer journeys. As expectations shifted overnight, customer teams found themselves rapidly re-evaluating their customer care process. BrewDog, the best-selling craft beer brewery in the UK, found itself in this situation.

With Slack, the digital transformation specialist scaled Covid-19 testing to UK key workers, all while optimizing its own systems.

On our smartphones or in our web browsers, push notifications are part of our daily online lives. Hate them or love them, when implemented correctly, they can be extremely valuable to our experiences. An average of 20% of active website users opt in to receive web pushes, which, while the figure may seem low, is four times the best email subscription rate. The statistics are even higher on mobile devices, with 44% and 91% of iOS and Android users respectively opting in.

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it.

Want to know why contact center analytics is so important? Imagine having the superpower to decode customer sentiment or predict what they want! Today’s customer-oriented companies rely on advanced contact center data analytics to make the best business decisions. How? Contact centers generate tons of customer-related information every day. By analyzing them through charts and graphs, you can gain meaningful insights into enhancing customer experience.