Jennifer Lee

How to keep your remote agents engaged

In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress was often high but the supporting structures of office and colleagues in proximity usually made it manageable. Then the pandemic sent agents home to...

Do You Even Know What is Happening in Your Back Office?

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such as processing claims, solving disputes, or issuing refunds) are completed by people - specifically, by a team of associates in the back office. Back...

Guide: The Call Center Manager Reinvented

The heartbeat of any customer service operation is the call center manager. They balance numerous competing priorities to ensure agents are working efficiently, monitor service levels and deliver a seamless customer experience. Like many of you reading this, I “grew up” in the...

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