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. This hurried approach frequently left customers feeling dissatisfied.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Talkdesk

MAY 12, 2020

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.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Serenova

AUGUST 23, 2019

For B2B sales organizations, it’s quarterly quotas. Maintaining consistently high levels of customer experience through the ebb and flow of volume is critical for businesses to thrive in any season. But striking the balance of maintaining high service levels while controlling costs is tricky.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. With the right framework in place, a Virtual Agent gets smarter with each interaction.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52