call center

Let’s take two real-life scenarios of two call center agents – X and Y. Here’s a glimpse into X’s routine: X takes customer calls throughout the day. He’s eager to ensure that he mentions all the points he’s expected to, that he has stored in his mind. In an attempt to do this, he forgets to wish a friendly greeting in two or three of his calls. Some of his calls are a miss because…

The current COVID-19 epidemic situation has affected several industries across the world. Most businesses are struggling to work their way around the Coronavirus Crisis, and meet client needs. The finance industry is grappling with severe issues of cash management, the manufacturing sector is facing supply chain challenges and the human resources sector is is faced with the tough task of layoffs.  Corona and Call Center Crisis One of the worst-hit sectors in this grave situation…