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Evolution of the support rep: from outsourced to in-office

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. AJ Jacobs wrote about outsourcing his whole life to India, including asking his support rep to argue with his with wife over email. The tools and metrics aren’t aligned.

outsourcing 98
outsourcing Customer Support Feedback Surveys 98
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Markus Linder is an expert in the field of e-commerce and Digital Advice, in which he has been active since 2005. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. Markus Linder.

Contact Center 334
Contact Center Call Center Average Handle Time Real estate 334
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