CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. This hurried approach frequently left customers feeling dissatisfied.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Delivering an outstanding omnichannel CX at all touchpoints in the customer journey requires the right blend of people, processes, and technology.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. It’s an evolution of WFO to WEM. About the Author.

Management 52

Management Schedule adherence Gamification At home agents 52

Insite Managed Solutions

MAY 23, 2013

Customer Experience Design: Driven by economic pressures and commoditized services, call centers are using the customer experience landscape to differentiate themselves. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.

Contact Center 40

Contact Center Technology Gamification call center workforce 40