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

COPC

Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge for the contact centre and BPO industry, with potentially millions of office-based employees needing to transition to a Work-At-Home environment. At COPC Inc.

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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

BlueOcean

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. As both frontline agents and customers went remote, the amount of available data exponentially increased. Contact Center Knowledge Management.

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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

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). Endless Agent Options.

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Back to School: Will Your Customer Experience Make the Grade?

Serenova

In healthcare, it’s enrollment periods. Maintaining consistently high levels of customer experience through the ebb and flow of volume is critical for businesses to thrive in any season. The result is blocked calls, unavailable service, poor overall customer experience and, ultimately, lost business.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Setup a customer feedback stream for agents.