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

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

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). Endless Agent Options.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

pindrop

APRIL 30, 2020

While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy , financial instability and an almost overnight change in consumer behavior. . CONCLUSION.

Contact Center 75

Contact Center Banking Government At home agents 75