Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises

Advice from a Call Center Geek!

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Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively.
We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen as we unfold various social media strategies, right from TikTok Lives, Q&A sessions, to effective email campaigns.
We also delve into the mechanics of adjusting IVR systems, routing calls to BPOs, and utilizing analytics. We shine light on the importance of maintaining consistent messaging for an enhanced customer experience. By the end, you'll be equipped with the knowledge to not just survive a crisis, but to leverage it for growth. So sit back, and let's change the game of crisis management together!

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

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Chapters

1. Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises (00:00:00)

2. Improving Crisis Management in Contact Centers (00:00:26)

3. Managing Crisis Communications With Social Media (00:09:04)

4. Improving Crisis Management in Contact Centers (00:20:05)