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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Live Chat in Sensitive Information Industries – Healthcare and Finance. Yes, with this software, you have options to use work at home agents (WAHA), agents on premises, agents on-shore or offshore – it opens up a lot of possibilities.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.