workforce-management how-to-successfully-manage-service-level-in-a-b2b-contact-center 
CX Global Media
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.
BlueOcean
SEPTEMBER 23, 2021
In March 2020, one of our long-term clients, an eComm grocery retailer doing more than 15,000 same-day grocery deliveries, basically became an essential service. Contact volume reached as high as 300% of forecast, day after day, week after week. Your program’s forecast is the map that tells you where to go based on where you’ve been.
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Quality Contact Solutions
DECEMBER 31, 1969
By Kelli Barabasz, Senior Operations Manager. How do I pick the right outsource partner? How long will this take? So, how do you Successfully Outsource your Inhouse Customer Care? So, how do you Successfully Outsource your Inhouse Customer Care? Define the call center outsourcing project scope.
Quality Contact Solutions
DECEMBER 31, 1969
One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?”
Solvvy
AUGUST 21, 2020
Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before. A well-developed FAQ or help center makes that information more accessible. The Time is Right for a Customer Support Chatbot.
Vistio
APRIL 2, 2022
She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. Listen to the full episode here: Welcome to the pod, Michele.
SmartKarrot
JUNE 16, 2023
According to a survey conducted by Statista , 17% of the entire US workforce worked from the comfort of their homes for 5 days a week before the coronavirus epidemic but the rate rose to 44% during the global health crisis. The first reason is that such a work arrangement destroys the conventional working practice.
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