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Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

Luckily, at-home agents love the flexibility and convenience of working from home. Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.

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Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.

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Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

CSM Magazine

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

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Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

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Top 10 Technological Contact Center Trends

Insite Managed Solutions

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.