Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities. Let’s Talk!

At home agents 76

At home agents Gamification Call Center Consulting 76

Talkdesk

SEPTEMBER 10, 2020

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice. The post Is social engineering damaging your contact center?

Engineering 109

Engineering Contact Center At home agents Call Center 109

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Outsource Consultants

JUNE 6, 2022

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.

Gamification 128

Gamification At home agents Morale Employee engagement 128

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center Education At home agents 101

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52