At home agents Customer Service Personalization Schedule adherence 
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. Modified Recruitment Strategy.
CSM Magazine
DECEMBER 15, 2020
M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk.
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