During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. What as learned in the first half of the year that will drive how companies structure contact center and customer care going forward?
Pam shares ideas for focus areas to this new normal in customer care operations and the key tenets for strategy development –
– Talent and recruiting strategies including how to support new customer channels and Work-from Home skills
– Resourcing strategies around WFH, Outsourcing, Internal Staffing and Forecasting and Digital Presence
– Leadership talent and development to lead in a new operational normal.
Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event .
