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. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Outsource Consultants

NOVEMBER 29, 2021

But if you’re able to manage the increase of candidate volume, your business will have access to a much deeper pool of talent. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Brand Connectivity. What’s more?

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

VocalCom

JUNE 22, 2020

Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). To ensure business continuity, agents must be supported anytime, anywhere. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62