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Kay Phelps

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Kay Phelps is a contact center professional who has worked in the industry for more than 20 years. Her experience spans systems engineering, defining requirements for new products and new releases, as well as product management and product marketing. Kay is a frequent speaker at conferences and webinars, has authored numerous industry articles, and has blogged extensively on all things contact center. Kay holds a Masters in Computer Science from Colorado State University as well as a BA in Computer Science and Journalism from East Tennessee State University. Read More>

Articles by: Kay Phelps

Measure Success: Ensure CX Thrives When Agents Work From Home

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Companies, consumers, and the stock market -- all are experiencing the anxiety associated with unpredictable events. In this time of disquiet, it’s more important than ever to give our customers confidence we can continue to support them and deliver a consistent customer experience (CX) -- Gartner [...]

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Creating A Policy Statement for Work at Home Agents

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Companies who have not yet launched work-from-home programs for their contact centre agents may now have an urgency to do so quickly, in order to be prepared should the need arise. Uninterrupted contact centre operation is essential to business continuity. Before you send agents home, however, it’ [...]

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How to Start a Work-From-Home Agent Program

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In times of uncertainty, there is one certainty you can count on - and that’s the need to maintain business continuity. Your customers expect it. At the same time, you need to care for the safety and well-being of your contact center agents. Fortunately, these two requirements are not mutually excl [...]

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What Contact Centre Metrics Actually Matter?

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Change is happening at a dizzying pace. Nowadays instead of flagging a taxi, you request an Uber or Lyft. Or, if your destination is just a few blocks away, you might just zip over on a Lime or Byrd. Rather than having cash in your pocket, you may use Apple Pay and a Venmo account. Home for the ev [...]

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Should You Come Clean About Chatbots?

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How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talki [...]

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