5 Ways COVID-19 Has Changed Call Centers Forever
The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And...
A Simple Roadmap for Customer Care
To Take Your Brand Safely Through This Crisis Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all...
First Things First: Learning The New Rules of Customer Service
In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds. Planning now, in the middle of an unprecedented pandemic, for a future that includes a number of unknowns…...
Planning Now for a Better, Post-COVID Call Center
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. I always appreciate these...
Laresa McIntyre Selected for Stetson University’s Disruptive Leadership Certificate Program Advisory Board
May 7, 2020 Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the...
5 Things Your “Temporarily Remote” Workers Want You to Know
As You Plan for the Next Phase In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. Companies who see their current, COVID-driven accommodations as necessary-but-temporary...
Is this Hidden Threat Lurking in Your Customer Service Operation?
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now At a time when leadership teams of just about every brand in America are brainstorming ways to encourage customers to return, re-engage, and resume purchasing, there is a...
The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. Why? Because it was probably geared toward a set of potential crises...
A Small Subset of Customer Contact Centers Will Arise From the Pandemic as Industry Leaders
Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” That’s how Nicole Bendaly describes the delicate balance, flexibility, and speed necessary to not only survive the...
3 Rules for Leading Remote Teams with Agility and Purpose
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to...
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