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It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training. Myth: At-HomeAgents Feel Neglected and Become Disengaged. The key is allowing your at-homeagents to enjoy the best of both worlds. We would love to talk.
Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-homeagent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.
Many of you are looking for ways to accelerate current plans to transition from on-site to at-homeagents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. At Skybridge Americas, we have been overseeing high performance teams of at-homeagents for years.
Hiring models for high-performing at-homeagents and supervisors had long been developed. As a result, tough decisions and large investments had already been made in the I.T. and infrastructure required to remain nimble, quick, and trustworthy – even in times of rapid change. Technologies were rigorously tested.
I would add a 6 th one: Decentralized Call Centers Staffed with At-HomeAgents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-homeagents, please reach out. You can read the entire article below. We would love to talk!
You, personally, as the senior leader of a customer care platform, might have found it quite seamless to simply grab your laptop and start working from home this year. It’s a monster. And it’s going to start destroying things and sending your customers running for the hills. Make every call a treat.
Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-homeagents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.
Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-homeagents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.
If you doubt me , just ask the employees you transitioned from on-site to at-home. If they’re anything like the many at-homeagents I know, here are some things they’d like to tell you: I Control My Workspace.
While many outsourcers can say today that they staff at-homeagents, the truth is, many of those companies cobbled together a temporary at-home strategy to deal with COVID-19. But choosing the right outsource customer care provider is a little more complicated than it might appear. That’s a band-aid, not a solution.
While many outsourcers can say today that they staff at-homeagents, the truth is, many of those companies cobbled together a temporary at-home strategy to deal with COVID-19. But choosing the right outsource customer care provider is a little more complicated than it might appear. That’s a band-aid, not a solution.
If you doubt me , just ask the employees you transitioned from on-site to at-home. If they’re anything like the many at-homeagents I know, here are some things they’d like to tell you: I Control My Workspace.
If you would like to know more about how Skybridge Americas can help you transition your call center from an on-site operation to one that is fully staffed with at-homeagents, please reach out. I hope you find it as thoughtful and thought-provoking as I did. We would love to talk. Preparing Your Business for a Post-Pandemic World.
Multiple studies over the course of many years have shown that employees are happier about their jobs when they’re able to work from home. No last minute prep for the office, no commuting hassles.
If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-homeagents, please reach out. We would love to talk! Leading Remote Teams With Agile Alignment. By David Nour.
If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-homeagents, please reach out. We would love to talk! Leading Remote Teams With Agile Alignment. By David Nour.
They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-homeagents. To meet the challenge, you need a team that is engaged and capable of delivering superior customer experience – all while working from home.
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