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. Are there unique metrics for work-at-home vs. in-center?
Taylor Reach Group
NOVEMBER 30, 2018
Not staying current on new technologies impacting Call and Contact Center operations. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not sharing new technologies and their capabilities with senior management. I hope you can sense my sarcasm here.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. Emerging Technologies. But that’s shifting—and fast.
NICE inContact
APRIL 13, 2016
Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents? The adaptation of remote and at-home agents is forcing managers and supervisors to change the way they manage.
Callminer
OCTOBER 22, 2019
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.
Expert insights. Personalized for you.
195 
Let's personalize your content