At home agents Customer Care Management Trends 
BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy.
Playvox
SEPTEMBER 2, 2022
While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Our survey uncovered five ways contact center managers are adapting to remote work. Adopt New Management Styles. Leanne Y.,
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Skybridge
JUNE 10, 2020
The truth is, while there had been a growing trend of call centers moving their staffs out of office buildings and into at-home workspaces, that trend was moving pretty slowly. How are your agents doing during this unprecedented, often confusing, sometimes painful time? Communicate more frequently and in multiple ways.
Skybridge
JULY 21, 2020
He talks about 5 CX trends that were already in the making before the pandemic but have accelerated dramatically as a result of it. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. 5 Customer Experience Trends That COVID-19 Is Only Accelerating. We would love to talk!
DMG Consulting
DECEMBER 7, 2020
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
COPC
OCTOBER 22, 2021
Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. Customer Operations, Release 7.0. Vendor Management Organizations, Release 6.1. The original Standard was created in 1996 by a group of global industry leaders. and COPC Inc. certification.
BlueOcean
AUGUST 9, 2021
Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Knowledge Management. Contact Center Data Analytics.
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