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

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Luckily, at-home agents love the flexibility and convenience of working from home.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction. Not taking a long term view of your incentive program.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111