Skybridge

MAY 10, 2022

For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020. Hiring models for high-performing at-home agents and supervisors had long been developed.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

VocalCom

JUNE 22, 2020

For a successful and quick transition to a remote work setting, technology is, as always, the answer. Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

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. Workforce Management (WFM) has come to mean so much more in 2020. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

Management 52

Management Schedule adherence Gamification At home agents 52

CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? During the COVID surge of 2020, the primary focus for BPOs was a rapid shift to work-at-home with a massive investment in remote architecture, training, systems, security, and agent collaboration tools.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

SharpenCX

JULY 23, 2020

Contact centers have a tendency to get stuck in the past, caught in a time capsule with outdated technology, rules and KPIs that grip to the exact reputation they’re trying to shake. With the COVID-19 pandemic, companies are forced to make changes to support better work from home conditions. So, how do you drive agent satisfaction?

Contact Center 101

Contact Center Call Center Education At home agents 101

Serenova

OCTOBER 7, 2020

Many call centers, reliant on rigid policies and on-premise technology, have struggled to turn the ocean liner. 7 Key Strategies to Setting Up Work From Home Call Center Agents For Success. Here are seven tips for elevating the call center experience for both your remote call center agents and your customers: 1.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Cisco - Contact Center

SEPTEMBER 3, 2020

In the case of contact centers, companies have also learned to place their agents in multiple locations so that calls can be routed to another contact center site with minimal impact to service when unfortunate situations arise. The things we cannot change. For all the things we could control in this situation, we found solutions.

Contact Center 97

Contact Center Telecommunications Wireless At home agents 97

Xaqt

JUNE 1, 2020

As Conversational Service Automation threatens to reduce agent counts and top line revenue for BPOs, the opportunities to take advantage of the technology may initially seem elusive. At the same time, Voice-over-Internet Protocol (VOIP) emerged as viable technology. company and speak with a call center agent in Bangalore.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52