Author: Jen Oslan – Director of Customer Success
Jen thrives on creating and implementing strategies that drive success and is always eager to learn. Outside of work, she enjoy golf, pickleball, soccer, hiking, wake surfing, and time outdoors. She is also a proud dog mom to a Alaskan Klee Kai.
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The Science of a Great Call: What Top Agents Do Differently
Most of us have experienced it. Some customer service calls are smooth, efficient, and even enjoyable, while others feel like a frustrating maze of confusion. What makes the difference? It turns out that what top agents do differently can be replicated. They follow a set of behaviors backed by science, psychology, and best practices. Great…
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Avoiding the Pitfalls of Technology Adoption
Adopting new technology can revolutionize your business, boosting efficiency, enhancing customer experience, and solidifying your competitive edge. However, when poorly executed, technology implementation can lead to wasted resources, frustrated teams, and unmet expectations. Industries such as call centers, financial institutions, debt collections, and insurance companies are particularly dependent on technology to handle high customer volumes,…