Outsource Consultants
MARCH 16, 2020
Non-critical travel has become a rarity, although its need was already shrinking due to rampant cancellations of business and entertainment events. Many companies have already instituted work from home policies, and those that haven’t are either configuring the logistics to do so or developing a plan in case it’s needed in the future.
Tethr
JULY 6, 2020
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. The post Important post-COVID strategies for the call center appeared first on Tethr.
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Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.
Outsource Consultants
JUNE 6, 2022
Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.
Serenova
OCTOBER 7, 2020
Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.
Nuance
APRIL 7, 2020
They often seize the immense change that comes with an event like this to ramp up activity. With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or [.]
Outsource Consultants
MARCH 31, 2022
Using AI as a supporting element in your call center better utilizes agents to handle the more complex transactions and cuts down on incoming calls. Automation is likely the most popular technology employed by call centers. A knee-jerk reaction to rising call center costs is often to find a new partner.
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