As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need
A Handful of North American Call Centers Step Up to Fill the Need In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. In...
COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness
8 Critical Questions to Assess Your Technology Readiness This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care...
Yes. Here’s How to Get Started As we find ourselves in the strange, uncharted territory of the past few weeks, I’ve been struck by how very united we all are by two common goals. 1. We want to do everything in our power to protect the health and well being of our...
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s (temporary) “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about...
When I first started thinking about what I’d say today, on St. Patrick’s Day, I had it all planned out. I wanted to talk about how, most of the time, “good luck” seems to come easier to those who have a good plan, a good team of people, and a good attitude. That’s...
In the Subscription Industry’s Battle for Customer Retention, Your Call Center Could Be Your Most Powerful Secret Weapon
Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when...
With the Right Talent, Right Now Not surprisingly, most of my conversations with business leaders these days seem to center on one increasingly complex question: “How Can I Make Sure My Call Center Operation Stays Well Staffed and Highly Skilled?” It’s a critically...
In 2020, patient experience, satisfaction, and retention are critical areas of focus for most medical and dental practices in the United States. If you have recently surveyed your patients (a practice I highly recommend), it’s likely that the three key issues I’ve...
How Artificial Intelligence is meeting today’s most pressing business needs. In a recent TechRepublic article, writer N.F. Mendoza highlights five AI trends and their very significant impacts on customer engagement. While all five trends she covers here are...
Maybe you’ve been seeing the signs for a while: your customer service operation doesn’t seem to be working. Whatever the reasons, from staffing obstacles, to scalability challenges, to lagging technology, a poorly functioning customer care platform can be a drag on...
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