Every Event an Opportunity
The news is filled with stories about contact centers forced to respond to Work From Home (WFH) models given the COVID-19 global pandemic, which leaves no region untouched – including North America, Europe, Asia, Central America, South America and other regions known for their on and off-shore contact center successes.
Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades , have been CEO of three CX related businesses, founded, built and sold a virtual contact center business, have run large portions of two of the world’s largest and most successful contact center BPOs in the world (TTEC and Sitel), and today am leading the Strategy and Consulting group at Eventus.
There is a perfect storm brewing during this time of COVID-19 as the contact center and CX industries have been forced to pivot to Work From Home models, converting hundreds of thousands of agents around the world to remote employees, even as engagement volumes are skyrocketing, and cyber attacks designed to steal private information are pervasive.
We all joke that it’s a wise idea to stay away from politics and religion in most conversations unless you’re pretty sure of how that’s going to work out, so let me offer up another topic you can spring on people if conversation lags: ask them about the weirdest or most frustrating “identity verification” process they’ve been through.
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Brands and service providers are increasingly taking customer-centric mindset, seeking to understand their customers more deeply than ever before and use that understanding to build more personal and relevant products and services.
As many companies look to replace first or second-generation CRM systems, there are numerous considerations in how to approach the transformation.
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced it is being honored by Pegasystems Inc., the software company empowering digital transformation at the world’s leading enterprises, following its successful implementation of Pega Customer Service™ for a major North American retailer.
The advantages and benefits of medical call centers – whether they are run by hospitals, clinics, government agencies like the U.S. Veterans Administration, employee benefits providers, pharmacies, or healthcare insurance companies – are becoming clearer every day.
Those of us who have been in the call center – then contact center – and now customer experience (CX) industry are more than comfortable with change. In fact, it is when things do not change that we become uncomfortable.
We’re delighted to announce several exciting new capabilities have been added to our IntelligenceHub platform.
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced they have implemented and are continuing to expand Work From Home (WFH) solutions that are making an immediate difference today, and pave the way for more efficient remote working going forward.