Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Studies even show that companies with strong female leadership have higher employee engagement and retention. This upward mobility creates a powerful double benefit.

Call Center 67

Call Center Government outsourcing call center workforce 67

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

JustCall

JANUARY 19, 2023

A good call center optimization can match the customer’s expectations with the best level of customer service. The continuous investment in the call center optimization model will help maintain customer loyalty as well as the profitability of the organization in the long run.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Etech GS

SEPTEMBER 25, 2019

This is especially the case in a call center workforce, where employers often attract younger workers. Thus, a big part of effective workforce management now depends on the ability to understand, motivate and compensate millennials. Baby boomers are either in or nearing retirement.

Call Center 69

Call Center Management call center workforce Average Handle Time 69