Hodusoft

MAY 10, 2024

As per recent stats the number of remote call center agents is expected to grow by 60 percent from 2022 to 2024. Virtual call centers leverage cloud-based technology to enable remote agents to handle customer inquiries from anywhere in the world. This flexibility offers several advantages over their brick-and-mortar counterparts.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

CCNG

DECEMBER 16, 2020

First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. As companies moved to support remote workers, segmented shifts, etc. they too often found self service options inadequate in view of staffing challenges.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. However, with the shift to hybrid and remote work environments, how do contact center leaders keep their agents happy and engaged?

Contact Center 162

Contact Center Management Customer Service Personalization 162

Taylor Reach Group

SEPTEMBER 3, 2021

After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. A lower wage for remote workers shrinks the number of potential candidates. by JD Fairweather.

Contact Center 139

Contact Center Morale Consulting Consulting 139

Outsource Consultants

MARCH 9, 2023

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations.

Morale 128

Morale outsourcing Call Center Entertainment 128

TechSee

OCTOBER 13, 2020

Lower Volume – remotely or proactively address customers’ issues to decrease the need for truck rolls. Resolve more issues remotely. Enabling a remote or virtual technician to guide the customer toward a resolution without visiting their home is a model that has proven invaluable during the current pandemic.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

Outsource Consultants

JANUARY 24, 2022

With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines. Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic.

outsourcing 128

outsourcing Real estate Government Call Center 128

VirtualPBX

NOVEMBER 8, 2023

Industry: Manufacturing Segment: Small Great Wall & Floors Inc , a renowned flooring manufacturer and distributor, recognized the need to upgrade their communication infrastructure. VirtualPBX allowed Greenfields Financial Services to adapt to their unique work patterns, with employees working both remotely and in-office.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

VirtualPBX

JUNE 9, 2021

Today’s guest post was provided by Lucas Campbell, a digital marketing manager with experience in that position from traditional and remote office locations. The future of remote work has revealed itself in a short span of time, in a difficult situation for many. Remote Work is Rapidly Becoming Permanent.

Marketing 98

Marketing Surveys Management Personalization 98

Helpware

DECEMBER 13, 2022

The COVID-19 pandemic disrupted nearly every industry in multiple ways. A particular challenge involved shifting work from the office to employees’ homes. As a result, employees set up home offices in anticipation of working from home for an extended period.

Management 84

Management 84

Playvox

AUGUST 30, 2022

Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. You’ve worked hard to build a team of great agents, who have grown used to a remote or hybrid environment — and they’re not ready to give it up yet. Lindsey J., ENJOYING THIS ARTICLE?

Contact Center 84

Contact Center Transportation Management Feedback 84

TeleDirect

MARCH 9, 2023

Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. After working remotely during the lockdown, lots of folks prefer this style to the old norm of commuting to an office. This has had a significant impact on a lot of industries.

Call Center 62

Call Center outsourcing Technology Analytics 62

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Remote work has other benefits as well. Quite the opposite.

Call Center 124

Call Center Self service Gamification Contact Center 124

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic. Remote Call Center Management vs. In-Person. Maintaining Workplace Morale.

virtual call center 87

virtual call center Call Center Management call center software 87

VirtualPBX

APRIL 27, 2022

One of the most successful ways to do this is by taking advantage of remote workers and creating an entire workplace culture around them. Here are seven reasons why starting a remote culture can be your new secret weapon for maintaining profitability in any economic environment. Remote culture reduces costs. It reduces conflict.

Transportation 98

Transportation Entertainment Morale Employee engagement 98

SharpenCX

OCTOBER 13, 2021

Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Trend One: Stay Agile with Remote Workforce Management. Lay down the foundation for better remote management in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Gamification Surveys Management 77

Outsource Consultants

NOVEMBER 17, 2021

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Outsource Consultants

OCTOBER 25, 2023

Second, South Africa has a high rate of in-office agents, which is important for many US companies that value customer service and security. A Booming Market South Africa’s BPO industry is booming, thanks to government support and low costs. days of remote work per week, compared to 1.4 days in Western countries.

outsourcing 67

outsourcing Government Education Call Center 67

CSM Magazine

APRIL 30, 2024

One of the industries having the most profound impact is the healthcare sector. We’ll shine a light on key elements such as eForms, remote monitoring, patient portals, and emerging trends that are laying the foundation for a new era in healthcare. It’s usually duplicate information they’ve provided on past visits.

Healthcare 52

Healthcare Education Technology Analytics 52

TechSee

APRIL 21, 2023

Just like office workers get frustrated with hour-long “meetings that could have been a quick email”, customer service teams and consumers’ worst nightmare is a redundant visit that could have been solved autonomously and remotely. In many industries, driver wages and fuel costs alone make up 59.8%

Transportation 109

Transportation Government Engineering Accountability 109

TechSee

JULY 29, 2020

After fighting his way through rush hour traffic, he arrives at the office at 8:50. As a conscientious worker, he reviews the job notes before he enters, calling the office to double-check about a specific part he anticipates needing. Get Help from Remote Experts. Allow Technicians to Work Remotely.

Enterprise 109

Enterprise Consulting Consulting Technology 109

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. But stressful industries like contact centers stand out. The same study found people working from home were 22% happier than those working in an office. The numbers are sobering.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

TechSee

JANUARY 5, 2021

Significant safety restrictions forced many companies to adapt their support models to meet consumer preference for remote contactless service and avoid technician visits due to safety concerns. Does job type matter – such as those in the field and those providing service remotely? Vaccination Policies for Contact Center Agents.

Real estate 109

Real estate Contact Center Surveys Enterprise 109

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. Remote Flexibility With more people working from home, cloud calling allows you to adopt or maintain a remote or hybrid work model. With worldwide end-user spending on public cloud services to total $591.8

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Fonolo

APRIL 1, 2021

Jeremy Watkin is a contact center industry leader with over two decades of experience. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. There are several trends on Blair’s radar for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

Self service 109

Self service Consulting Consulting Technology 109

VirtualPBX

MARCH 14, 2023

When our customers’ businesses grow, we’re ready to help them level up with options that handle larger traffic volumes, new offices (including home offices of remote employees), department overflow, and changing shifts and schedules. This Text Messaging Registration process has proved successful.

Call Center 98

Call Center Marketing Feedback Technology 98

VirtualPBX

OCTOBER 8, 2020

The Law Office of Stacy Jacob study shows how that particular firm is responding to the COVID-19 pandemic and mirrors what’s happening in the law industry as a whole. Using VirtualPBX to Assist With Remote Work. More often than not, Stacy Jacob is making calls from her office from a desk phone.

Real estate 98

Real estate Transportation Entertainment Telecommunications 98

TechSee

NOVEMBER 3, 2020

This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. The result of this shift is an explosion of remote service delivery. 5 drivers for remote support in field services. Advances in field services technology.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Nicereply

JUNE 20, 2023

CX roles will sometimes require technical know-how in the specific organization industry (eg. What are your thoughts on remote work? Kristina: Top candidates are definitely asking for a remote role as either a strong preference or as a requirement. More than a few days/week in the office is a tough sell right now.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Hodusoft

MARCH 29, 2022

Kartik Khambhati, the Co-founder and Chief Business Development Officer said. The sudden shift of work models to remote and hybrid mode after the pandemic has impacted businesses. With the shift of work culture, the customer service industries had to adopt the hybrid work model.

voip 98

voip Telecommunications Contact Center Call Center 98

Call Design

MARCH 18, 2021

For many industries, this has meant, changing the way they operate, enabling staff to work from home and trying to keep staff engaged regardless of where they are working from. Improved Communication With Remote Agents. Frequent daily communication with your remote staff has several benefits.

Gamification 78

Gamification Coaching Consulting Consulting 78

Talkdesk

SEPTEMBER 21, 2020

According to a PWC survey in June 2020, 39% of US office workers were not working from home in any capacity prior to the pandemic. The contact center industry witnessed a similar trend: US agents working full-time from home rose from 49% to 74%, according to Nemertes research.

Contact Center 119

Contact Center Real estate Surveys Employee engagement 119

Talkdesk

OCTOBER 19, 2020

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year.

Contact Center 119

Contact Center Surveys 119

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. Browser-based access.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98