CCNG

FEBRUARY 14, 2024

Customers want service when they want it, the way they want it, and in the channel that works for them. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. We've set up buddy systems within agent teams. And, if not, are we unnecessarily burning labor dollars?

Contact Center 195

Contact Center At home agents Coaching Management 195

COPC

MARCH 23, 2020

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 52

Sykes

APRIL 29, 2020

This work-from-home “quick fix” addresses business continuity and keeps processes in place, but it doesn’t address the long-term strategies needed for a situation without a definitive end.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

This work-from-home “quick fix” addresses business continuity and keeps processes in place, but it doesn’t address the long-term strategies needed for a situation without a definitive end.

Government 52

Government Customer Care Enterprise At home agents 52

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Chat in Relation to Voice.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. And it’s the old definition of insanity, right? Absolutely.

Gamification 52

Gamification outsourcing Contact Center Technology 52

Cisco - Contact Center

SEPTEMBER 3, 2020

Telecommunications regulations in India posed another challenge when it came to contact center agents working remotely. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses.

Contact Center 96

Contact Center Telecommunications Wireless At home agents 96