Customer Support Customer Support Excellence in 2026

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-09-09

Supporting the Support: Customer Support Excellence in 2026 — a concise strategic tour of how organizations must 'support their support' to deliver customer support excellence. Based on the Focus Services article at https://www.focusservices.com/customer-support-customer-support/, this episode covers multichannel complexity, knowledge management, unified agent desktop and tech stacks, microlearning and quality assurance, workforce management and wellbeing, compliance and data privacy including WCAG and NIST Privacy Framework alignment, AI-powered assistance and self-service best practices, global delivery, and vendor management. Chapters map to practical recommendations for improving first-contact resolution, real-time quality monitoring, and scalable contact centers. To learn more about ho...