When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening. While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the […]
One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere. That’s why many contact center leaders consider agent and CX training to be one of their […]