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. What metrics should call centers and BPOs focus on?
Talkdesk
MAY 12, 2020
Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.
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Xaqt
JUNE 1, 2020
Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. VOIP made it possible to answer a call anywhere in the world.
Talkdesk
DECEMBER 3, 2015
A new wave of callers surely already hit your call center – the holiday returns callers. Recruit agents from other departments. If your frontline of call center agents is scrambling to meet the needs of holiday returns callers, recruit them some backup. Leverage at-home agents. Congratulations!
OrecX
MAY 1, 2020
With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. VPN support.
DMG Consulting
JANUARY 10, 2022
The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon. Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations.
pindrop
APRIL 30, 2020
As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe.
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