Author: Jeff Nicholson, Global Head of CRM, Pegasystems
A lot of things changed in 2020 – to say the least. When it comes to customer service, the pandemic impacted both the demand for service and how that service is delivered altogether. Service teams became highly distributed, no longer working within the walls of a contact center. And in many sectors, service volumes went through the roof. Some might say none of this could have been predicted. But here’s a look at several key predictions for customer service in 2021:
And a final semi-related "bonus" prediction: People will finally, finally (oh, please) stop saying "the new normal." Here’s to improved experience – for customers and service teams alike – in 2021.
About Jeff Nicholson:
Jeff Nicholson is the Global Head of CRM for Pegasystems, where he leads the company’s CRM market vision and strategy. A recognized customer engagement thought leader, Jeff is a frequent presenter at CRM industry events across the globe on subjects including consumer engagement, customer journey, artificial intelligence, digital transformation, and customer data protection legislation. His viewpoints and opinions have been featured in numerous publications and outlets including AdAge, ChiefMarketer, CMSwire, CustomerThink, Forbes, Mediapost and The Economist.
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Published: Friday, March 12, 2021
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|2.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
PH: +44 1983 303011
|5.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333