by Andrew Studee | May 1, 2020 | Uncategorized
What’s causing the long wait times? Currently, contact centers are telling customers they have very long wait times if you’d like to talk to someone. Airlines are encouraging calls only within a few days of travel. If you were to log into your bank account online...
by Andrew Studee | Apr 28, 2020 | Uncategorized
Without some decisive action now, we could be on the precipice of a fraud and identity theft disaster on the heels of the COVID-19 epidemic. Many contact centers regularly handle: – Social security numbers – Credit card numbers – Addresses Contact...
by Andrew Studee | Apr 23, 2020 | Uncategorized
The United States Congress passed a stimulus program a few weeks back, including the Paycheck Protection Program (“PPP”). The PPP authorized up to $349 billion in loans to small businesses to pay their employees during the COVID-19 crisis. PPP loans are forgivable up...
by Andrew Studee | Apr 16, 2020 | Uncategorized
I live on Chicago’s North Side, and two of my favorite places are closed at the moment due to COVID-19. One of these places, called Templestowe Pub, feels like it’s straight out of the old comedy show Cheers. It’s a simple bar with six draft beer lines, trivia on...
by Andrew Studee | Jan 2, 2019 | Uncategorized
The graphic below relays our perspective on marketplace trends this year, based upon conversations with many companies in customer service environments in a variety of industries.
by Andrew Studee | Dec 3, 2018 | Uncategorized
Customer service environments, and contact centers in particular, tend to have a multiplicity of data. When focused and reviewed regularly and strategically, the available data enables organizations to provide superior customer experience and decrease operating costs....
