Backstage at the Customer Experience

• Goodbye 2020 Lessons Learned Chapter Four - Assist and Escalation

  In the final installment of our series on the contact center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss knowledge base tools and the need for assist and escalation support for work at home agents. Please send any comments or topic suggestions to [email protected]

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  23:55
• Goodbye 2020 Lessons Learned Chapter Three -- Training

  In the third installment of our series on the contact center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new training challenges facing contact center organizations. Please send any comments or topic suggestions to [email protected]

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  27:53
• Goodbye 2020 Lessons Learned Chapter Two -- Hiring

  In the second in our series focused on new contact center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new hiring challenges facing contact center organizations. Please send any comments or topic suggestions to [email protected]

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  19:32
• Goodbye 2020...Lessons Learned

  In the first of a series of episodes focused on new contact center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss how the current pandemic disruption has exposed strengths and weaknesses within contact center organizations. Please send any comments or topic suggestions to [email protected]

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  30:32
• Work From Home - The New Reality

  Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss the new work from home reality. Agent (and customer) fatigue is beginning to impact productivity and morale as we realize the pandemic is not a short-term inconvenience, but rather a long-term paradigm shift. Please send any comments or topic suggestions to [email protected]

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  33:28

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