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

Eckoh

MAY 18, 2020

This traditional type of BCP process has been a mainstay of contact center support operations and generally works quite well……unless the impact is so widespread that all contact centers are affected. If you'd like to talk to us about securing payments for on-premise or work-at-home agents then get in touch.

Contact Center 52

Contact Center At home agents Technical Support Customer Support 52

Outsource Consultants

MARCH 8, 2022

Whether your company utilizes in-house or outsourced customer support, everyone will feel the labor cost surge. If you prefer to keep your contact center support in the United States, you can expect to see costs go up and should budget accordingly. What Can You Do To Prepare?

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

Outsource Consultants

NOVEMBER 17, 2021

But not customer support. Businesses are nothing without their customers, and maintaining a direct channel for those customers to acquire information and request help will always be a priority. Almost overnight, organizations suspended or ended many of their core services.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Outsource Consultants

OCTOBER 4, 2021

And not because businesses are cutting corners or dismissing their customers’ preferences (quite the opposite) — self-service is a growing trend because customers embrace it. 67 percent of consumers prefer self-service customer support over live agent assistance.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Altivon

JUNE 13, 2020

Among those challenges was the issue of changing workforce conditions — specifically, the need to use remote working solutions to avoid a disruption in customer support operations. Virtualizing multiple contact centers allows agents to move easily from one virtual location to another — which increases staffing flexibility.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Serenova

OCTOBER 7, 2020

Rather than breathing down their digital necks — as many businesses now seem to be inclined to do — focus instead on day-to-day customer support KPIs for your call center, like interaction quality and customer satisfaction. Give agents structure and agency.

Call Center 52

Call Center Contact Center virtual call center At home agents 52