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Keesha Cooper, First Contact Resolution - Meet the Experts Ep. 1

Welcome to a new video series from HiTouch called "Meet the Experts." In this series, we’ll be talking with experts in various fields about things that may affect your business. We’ll be discussing a wide variety of topics such as customer service, furniture / how your space might look different as your teams return to office, and even topics like mental health. This periodic series will share valuable knowledge, information, and insights about areas that you may (or may not) have thought about. To kick off our Meet the Expert series, Keesha Cooper, HiTouch’s Director of First Contact Resolution, offers some of her insights on working from home during the pandemic, and how you can keep your team connected and motivated to work together. Keesha touches on the importance of: over-communication, positivity, small groups, group chat, employee recognition, and team building. HiTouch believes that the key to an amazing customer experience lies within the details. We want to earn your business by consistently providing you with a seamless customer experience, and that is why we have our First Contact Resolution (FCR) team. A critical pillar of our success encompasses our ongoing effort to create a culture of high-performance standards and accountability. We deploy a comprehensive quality assurance program designed to ensure that we deliver value throughout every step of the customer journey, from account creation, to post-sale and beyond. We invest in a structured and comprehensive quality assurance program across all departments in the organization. We measure performance in all areas, and hold ourselves accountable for providing a stellar customer experience. Our FCR team will assist you with workplace readiness, and can help make returning to work effortless. We can future date an order to ensure that you are prepared with office products, breakroom, janitorial, and sanitation supplies when employees return to the office. Our experts are available by phone, email, and chat to support and manage your business needs and turn your problems into solutions. The world is different but rest assured, HiTouch is here for you. Our business is your business, so let us help keep yours going! Interested in learning more about HiTouch? Visit us at hitouchbusinessservices.com ☎ 866-HiTouch ✉ [email protected]