At home agents, Personalization and Schedule adherence

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At home agents

Personalization

Schedule adherence

The State of B2C Complex Customer Care

BlueOcean

MARCH 24, 2022

If you’re expecting agents to take on more complex B2C customer care, you may need to re-evaluate your agent profiles when recruiting new hires. What skillsets, personality traits, and experiences will set these agents up for success? Modified Recruitment Strategy. It’s a tight, competitive labor market out there.

B2C

B2C Customer Care Schedule adherence outsourcing

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

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.

Management

Management Schedule adherence Gamification At home agents

Customer Contact Central

The State of B2C Complex Customer Care

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

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