Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement and business continuity, to name two). As a result, Challenger’s
Posts tagged as “Customer Service”
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results
Sep 14, 2020As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth pulse survey to service and support leaders to continue our
Why Effortless Experience™? – From the Client Angle
Aug 31, 2020When we talk to new companies about what our best clients believe about an Effortless Experience Journey, we share some common themes: We have a
So You Think You Can Change?
Jul 30, 2020Think about the last time you tried something new. Most likely, you felt excited, but also a bit hesitant. Whether it’s a new food or
Being the Best Virtual Coach You Can Be
Jul 28, 2020Being a successful coach is tough. Being a successful coach when you are working from home can be even tougher. No longer getting to see
As customer service and support leaders continue to react to and manage through the COVID-19 pandemic, it is becoming increasingly apparent that disruptions to the
In my previous post about the contact center industry’s response to the global pandemic, I noted the remarkable shift to work-from-home. This is different than
Coaching Accountability in a Virtual World
May 26, 2020Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that Challenger has sent to frontline reps across the last two
It has been about six weeks since our first survey results were released detailing service and support leader sentiment surrounding the economic impact of COVID-19.
Bold Decisions During Uncertain Times
Apr 7, 2020I’ve been talking to a number of customer service leaders over the last three weeks, and, unsurprisingly, many are asking how others are coping with