Episode Synopsis "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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More episodes of the podcast Backstage at the Customer Experience

• Goodbye 2020 Lessons Learned Chapter Four - Assist and Escalation
• Goodbye 2020 Lessons Learned Chapter Three -- Training
• Goodbye 2020 Lessons Learned Chapter Two -- Hiring
• Goodbye 2020...Lessons Learned
• Work From Home - The New Reality
• Creating a QUALITY Quality Program
• Here's What I Can Do Now
• If Information is Currency, Are Contact Centers Revenue Engines?
• Reducing Resistance to Change ... How To Foster Buy In
• Running On Empty
• Dealing with Difficult People
• HUMAN CHALLENGES OF THE NEW NORMAL