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The Future of Remote Agent Call Centers

Outsource Consultants

This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Your HQ or “hub” feeds the decentralized “spokes” of your at-home agents, with in-person visits typically narrowed around ongoing training or remedial supervision for under-performing team members.

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Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.

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The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score. These incentives can be shared with all your agents and integrated into existing solutions and third-party tools. Lowest AHT. Highest FCR. They should.

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How to Move to a Work-At-Home Model When a Rapid Response is Required

COPC

This means that most organisations have been left ill-equipped to manage the requirement for the rapid deployment of Work-At-Home solutions necessitated by the spread of COVID-19. TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19. Cyndy Edwards, one of COPC Inc.’s