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2024 Trends: How AI Will Reshape Customer Service Teams
ChatGPT and generative AI hit the mainstream a year ago. In 2023, there was a ton of hype and noise about the power of AI to reshape everything on customer service teams. But for all the hype, change has been slow.
Let’s say you need more customer support reps. A business process outsourcing firm (BPO) can provide them. But signing a contract is only the first step—you need a strong process for onboarding a BPO to set yourself up for long term success. If you don’t get your outsourced team onboarded quickly, and fully trained on your processes, product, and voice,
Mark, or Marky as he’s most commonly referred to by his friends and coworkers, is a fun-loving and very supportive team lead. Mark has been with Peak Support for almost three years now. Marky lives in the beautiful Queen City of South in the Philippines, Cebu. If he’s not hanging out with his friends during the weekend, you’ll usually find
Remaining calm under pressure is a critical skill in business and, I recently learned, in striped bass fishing. In fact, the ability to manage high-stress situations is one of the primary characteristics that distinguishes top performers from others. And it’s particularly important – and challenging – for leaders. I like to think I’m pretty good at managing stress. But recently, I experienced
Today, more and more people are seeing the benefits of working from home. In 2017, remote work was the fourth most popular job search term used by people looking for jobs. This is no surprise: Working from home reduces stress, increases family time, saves money on gas and other costs, and eliminates hours of commuting time each week. But there
On a recent Monday morning, I opened my computer and was faced with one of my biggest leadership challenges yet. Bianca, my director of operations, reached out to me on Skype. She was feeling stressed and overwhelmed. Worst of all, she felt like she was being unproductive–she felt like a failure. She thought she was letting me–and the entire company–down.