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The At-Home Agent Model is Here To Stay – What You Need to Know

Outsource Consultants

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.

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Concentrix Releases Cloud Platform for Digital Customer Experience Management

Concentrix

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

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. This hurried approach frequently left customers feeling dissatisfied.

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

CCNG

We've set up video conferencing rooms to communicate with new agents and others so that while they were on a customer call, one of our special SMEs could help them. We've set up buddy systems within agent teams. And in most of my organizations, agents were on waiting lists for these types of programs.

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What Makes A Cloud Contact Center The Customer Experience Optimizer?

Babelforce

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. Let’s explore some important reasons why the cloud is a customer experience optimizer. How can the cloud improve customer experience?

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10 effective tips for training WFH contact center agents

Talkdesk

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. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

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What are the mobility capabilities of WFM solutions?

DMG Consulting

Workforce management solutions that support mobile capabilities for supervisors enable them to monitor the real-time performance of staff in contact centers, back offices and branches, where the activities have a direct and measurable impact on the customer experience.