<img src="http://www.shrfbdg004.com/63997.png" style="display:none;">

Kathy Sobus


 

Recent Posts

Is it Time to Fail Fast or Time to Plan?

Posted on June 16, 2020 by Kathy Sobus

Pandemic this, COVID that… enough already, right? The situation was supposed to be temporary, but is it really? Many organizations I’m working with now are in a planning phase, and they aren’t planning for everyone to return to the office.

Read More

COVID-19’s Impact on Fraud in the Contact Center

Posted on May 28, 2020 by Kathy Sobus

As the world struggles with the fallout from COVID-19, all aspects of life are quickly changing. Millions of workers are now working from home or other remote locations outside of the normal security configurations of an office. Fraudsters are taking advantage of this disruption to actively steal information that they can monetize. In many cases, companies were not prepared to deal with a large work-from-home workforce, and when they transitioned their employees to remote environments, they mainly considered threats like phishing or cyberattacks.

Read More

How to Reduce Stress on Your Contact Center During and After COVID-19

Posted on May 5, 2020 by Kathy Sobus

What is that one question that you’re answering repeatedly, every day?

Read More

The Bad Guys Don’t Sleep

Posted on April 14, 2020 by Kathy Sobus

The “bad guys” don’t sleep.

Read More

Adapting Your Customer Experience Strategy in the Time of COVID-19

Posted on April 7, 2020 by Kathy Sobus

Now that we’ve thought about customer engagement and satisfaction, and remote employees/contact centers, we should turn our thinking to strategy. None of us at this time know how long we will be working remotely, or when life will return back to a level of normalcy we had prior to March of this year. One thing is certain, especially during this uncertain time: employees and customers will have questions and requests outside of the norm we experienced earlier this year. Because of perceivably higher volumes of contact into your organization from both employees and customers, perhaps it’s time to think about how you can enable those elements in a mid-term strategy that you can maximize when we return to “normalcy.”

Read More

The Q&As of Enabling a Remote Agent Workforce

Posted on March 31, 2020 by Kathy Sobus

These are times that many of us have never lived through or previously had to adjust to. Children have been sent home from school and for many college students, the rest of the semester is now adjusting to an online format. As for employees, most of our clients are asking for ways to allow their employees to work remotely. Mostly, with contact centers, they are the first ones to be tackled. This blog provides thinking beyond the technical aspects needed for a successful transition.

Read More

Six Customer Satisfaction Lessons from the Coronavirus

Posted on March 24, 2020 by Kathy Sobus

Whatever you want to call it, we’re all “in it” right now and struggling to find a new normal for our daily lives. As far as our work life is concerned, companies around the globe have been working tirelessly to handle the demand, both from a customer side and an employee side. Although the examples represented below are not of a life-altering or threatening nature, they are used illustratively to provide guidelines on how we should be behaving with our customers during this uncertain time. We are all hopeful that the damage from this pandemic will be minimal and we will be back to normal soon. 

Read More

Four Steps for Improving IVR-Customer Interactions

Posted on March 3, 2020 by Kathy Sobus

Why don’t companies want to make their IVRs more profitable?

Read More

Cats + Kids + Customer Service: Changing the Customer Experience with Video

Posted on August 13, 2019 by Kathy Sobus

We live in the era of the Internet of Things (IoT); with a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily lives that we often take it for granted. In fact, an Internet Trends report shows that nearly 90% of U.S. adults use the Internet. It is important to design support solutions that align with the way your customers work and live. However, even in our wired world, human interaction still plays a critical role and you can leverage technology to give your customers the best of both worlds.

Read More

Customer Experience + The CMO Role: Back to the Future

Posted on June 27, 2019 by Kathy Sobus

In part one and part two of this blog series, we explored the reasons why customer experience and the role of the Chief Marketing Officer are evolving, and how you can respond to those changes. We'll now into the future of CX and marketing.

Marketing continues to be about brand and demand generation; however, data and changes in the way customers interact with companies have provoked a complete transformation of the function. Customers used to speak with salespeople or the contact center about product details and offerings, but all of this information is now available online. Customers are more resourceful and self-reliant than ever before. They are educated and oftentimes are simply seeking validation of their choices.

Read More