BlueOcean

AUGUST 9, 2021

These include customer demographic segmentation (currently used by 75% of in-house contact centers), data analysis (61%), real-time analytics (60%), and personalization capabilities (52%). Enter knowledge management technologies: a streamlined, centralized way to store and disseminate the content that agents need to serve customers well.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

COPC

MARCH 23, 2020

Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge for the contact centre and BPO industry, with potentially millions of office-based employees needing to transition to a Work-At-Home environment. “All At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 52

Taylor Reach Group

JUNE 20, 2017

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Live Chat in Sensitive Information Industries – Healthcare and Finance. There are some great chats where agents do a fantastic job of creating a personal conversation with soft skill words etc., Moving Consumers from Email to Chat.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

Callminer

OCTOBER 22, 2019

Installation over the cloud is much faster and cheaper than in-person installation. Virtual, or utilizing “at-home” agents. Are the agents friendly and compassionate? Compassion should be one of the most important considerations when looking for healthcare call center companies.

Best practices 203

Best practices Call Center outsourcing Contact Center 203