DMG Consulting
JANUARY 29, 2021
Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.
Outsource Consultants
OCTOBER 4, 2021
Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams. This trend can be somewhat deceiving, as businesses will still look to BPO partners that can flex between both in-person teams and outsourcing remotely. 3) Growth of Self-Service Adoption.
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DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.
Aspect
JANUARY 12, 2018
With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows. And since 81% of customers prefer self-service to agent assisted service , the simpler work will eventually go to automated self-service, and only the more complex tasks will go to agents.
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.
Outsource Consultants
MARCH 31, 2022
While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, automation, and access to account information. One specific example would be chatbots, which analyze customer queries and responses to better serve the next person in line.
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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