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

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 key metrics should call centers measure for voice, chat, email, and SMS?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

Calltools

MARCH 8, 2023

Cloud phone systems can cost as little as $10 per agent per month, according to JustCall, which can work out significantly cheaper than other technologies. Remote Flexibility With more people working from home, cloud calling allows you to adopt or maintain a remote or hybrid work model.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers).

B2C 62

B2C Customer Care Schedule adherence outsourcing 62