Skybridge
JULY 21, 2020
In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. 5 Customer Experience Trends That COVID-19 Is Only Accelerating.
Skybridge
MAY 10, 2022
In the earliest months of the pandemic, most customer contact centers were scrambling to react and struggling to keep up with call volumes, customer fears, and the astronomical rise of agent attrition. Today, these pain points continue to undermine customer experience, loyalty, and profitability.
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Aspect
SEPTEMBER 21, 2018
Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Define strategies to support the launch or new work at home agents.
Skybridge
APRIL 13, 2020
This is the fourth in our blog series on COVID-19 Rapid Response. In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. To meet the challenge, you need a team that is engaged and capable of delivering superior customer experience – all while working from home.
VocalCom
JUNE 22, 2020
For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience. The post The Work-from-Home Revolution & the Engagement Challenge appeared first on Vocalcom Blog. Contact Center . To know more: www.vocalcom.com.
Taylor Reach Group
NOVEMBER 30, 2018
Keeping current on Contact Center technologies will allow you to understand where these technologies can be applied to increase customer satisfaction, improve KPIs, reduce costs and/or optimize Contact Center operations specific to your organization’s desire. Not reading trade press, blogs and newsletters. “We
Upstream Works
MAY 27, 2021
This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. Not only are there operational benefits for cloud contact center solutions, but many agents prefer to work this way.
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