At home agents Personalization Self service Service level 
DMG Consulting
JANUARY 10, 2022
Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Artificial intelligence (AI), automation, analytics, digital transformation, self-service, and a lot more are helping change and improve the servicing world.
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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