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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

When to Move My Contact Centre to the Cloud?

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Why would you move your contact centre to the cloud now? Life is already chaotic enough. You’ve been focusing on transitioning your contact centre to a work-from-home model, and figuring out how to manage it remotely. You need new applications, but budgets are tightening. These are precisely the r [...]

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Maintaining Customer Satisfaction (CSAT) with Work-From-Home Agents

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If you’re struggling to keep your business afloat and profitable in these trying times, you’re not alone. Among other priorities, you know that customer satisfaction (CSAT) is now more essential than ever. It’s key to keeping the doors of your business open. But for the past several weeks perhaps i [...]

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What Customers Forgive and What They Don’t

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Has your company ever had a serious product or service issue that resulted in bad press? If so, you’re not alone. A classic example is when United Airlines forced a musician to check his guitar, resulting in a broken guitar and a music video that has garnered about 3 million views. Facebook has had [...]

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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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