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Remove At home agents Remove Benchmark Remove outsourcing Related Topics
Schedule adherence First call resolution Customer Care Average Handle Time Morale Wait times Contact Center Customer Service Customer Experience Metrics More Related Topics >
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The State of B2C Complex Customer Care

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. Increasing Focus on Remote Agents. Evolving Omnichannel Service. Are you ready for it?

B2C 62
B2C Customer Care Schedule adherence outsourcing 62
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Ten Dumb Things Smart Contact Center Executives Do

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. 49 credit, but it’s the principle of the thing.

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