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?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Skybridge

JUNE 10, 2020

For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

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!

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

pindrop

APRIL 30, 2020

People hastily shifted to working from home, schools closed and millions of people became jobless. Unsurprisingly, the volume of calls to call centers jumped as physical locations closed – an increase of as much as 600% in certain instances.

Contact Center 75

Contact Center Banking Government At home agents 75