Steven Van Belleghem

JUNE 6, 2021

Build a strong vision & stick to it. In every Annual Report, Jeff Bezos wants a copy of his 1997 Letter to Shareholders attached. That’s the one in which he clarifies the Day 1 mentality that lies at source of Amazon’s success. It’s supposed to be both a culture as well as an operating model that puts customer obsession, a long term focus and permanent innovation at the centre of everything that the company does.

Customer Experience 104

Customer Experience Pharmaceutical Innovation Healthcare 104

MattsenKumar

JUNE 6, 2021

All customer service centers have reported a dramatic increase in call volumes. The exponential rise in volume is an attribute of COVID-19. Centers catering to travel, hospitality, medical and e-commerce industries have registered an enormous influx. In 2021, call centers stand at a unique juncture; from here, it is either all gloomy or all jovial. Call centers can bank upon the nascent opportunities by identifying the right call center technology trends and build robust processes around them.

Technology 52

Technology Technology E-commerce Artificial Intelligence 52