Outsource Consultants

NOVEMBER 9, 2020

A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. And as regions that were once considered pillars of the industry face uncertainty, setting your sights on emerging markets is going to be a key to success in the coming years.

Call Center 119

Call Center Marketing outsourcing Transportation 119

Tethr

JULY 6, 2020

It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. A real strategy for sudden increased call volumes. Continuous training for “what if” instances.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

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

Inova Solutions

JANUARY 14, 2020

Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for. Add new comment.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations?

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

JUNE 6, 2022

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.

Gamification 128

Gamification At home agents Morale Employee engagement 128

OctopusTech

SEPTEMBER 18, 2018

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations. Blended call centers. b)Call Barge-In.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

Talkdesk

SEPTEMBER 10, 2020

In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Outsource Consultants

JANUARY 13, 2025

Remote call centers have become increasingly prevalent in today’s business landscape. However, managing a remote call center comes with unique challenges. Cloud-based call center software offers features like automatic call distribution, interactive voice response, and real-time reporting.

Call Center 67

Call Center Management Gamification call center software 67

Outsource Consultants

MAY 8, 2020

COVID-19 makes it nearly impossible to predict the future demands of call center organizations. Here are four industry changes you should expect in the coming months. The traditional call center powerhouses with weak work-at-home solutions are hurting. . Biggest BPO Players Hit the Bench. billion people. .

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Spearline

FEBRUARY 23, 2022

As we settle into 2022, it seems like call center agents may continue in their WFH (work from home) mode even beyond the pandemic. This will be done either part time or full time, for some agents or for all of them. Just like the on premise call center, the cloud solution ends up with some new challenges.

Call Center 52

Call Center At home agents voip Call flow 52

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . It’s not a shock that turnover rates in contact centers hover between 30-45%.

Contact Center 101

Contact Center Call Center At home agents Education 101

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Xaqt

JUNE 1, 2020

The offshore business process outsourcing industry is likely to be the hardest hit. COVID-19 changed the entire industry in an instant. The industry had enjoyed rapid growth as a result of the millions of dollars pumped into Internet start-ups and their IPOs. Which meant that someone from Kansas could call a U.S

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Outsource Consultants

MARCH 31, 2022

In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. We all know that technology has become an essential part of the contact center industry, but we often forget why. Automation is likely the most popular technology employed by call centers.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

CustomerServ

DECEMBER 16, 2022

So, what’s in store for 2023 in our beloved BPO industry? BPOs to offer lower pricing for work-at-home vs. in-center because that delta closed rapidly during and post-pandemic. call center worker today is $17.00 BPOs are competing with other BPOs and other industries that offer higher and more robust compensation.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

pindrop

APRIL 30, 2020

As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. People hastily shifted to working from home, schools closed and millions of people became jobless. Tireless work on the part of operations teams and agents have restored nearly 50% of lost capacity.

Contact Center 75

Contact Center Banking Government At home agents 75

Skybridge

JULY 21, 2020

Indeed, entire industries benefit from the quantum advances brought on by unexpected disruptors. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. Unforeseen disruptions can wreak havoc on the processes, practices – and profits – of even the most well established brands.

At home agents 52

At home agents Wireless Government Contact Center 52

Altivon

JUNE 13, 2020

Prior to the pandemic, the biggest benefits to work-at-home agents were perceived to be improved staffing flexibility and ability to handle unexpected call volumes. Virtualizing multiple contact centers allows agents to move easily from one virtual location to another — which increases staffing flexibility.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Playvox

SEPTEMBER 2, 2022

a contact center manager at a fitness company, shares, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. Related Article: 7 Essentials to Managing Remote Call Center Agents. Keep More Agents On Board. Leanne Y., We also manage the team with the utmost respect.”.

Contact Center 70

Contact Center Management Gamification Surveys 70

Babelforce

MARCH 9, 2022

Over the past few years, cloud computing has exploded across all industries. First, let’s establish what exactly the “cloud” in “cloud contact center” means. Traditionally, call centers would use software purchased on licenses and stored directly on their computer hardware. Facilitate remote working.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Skybridge

APRIL 15, 2020

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-home agents, please reach out. I hope you find it as thoughtful and thought-provoking as I did. We would love to talk.

At home agents 52

At home agents Call Center Customer Care Marketing 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Callminer

OCTOBER 22, 2019

For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult. In this case, routing calls to the right agents will be an important component.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Letting agents self-evaluate.

Best practices 140

Best practices Feedback Call Center Coaching 140

Outsource Consultants

DECEMBER 14, 2020

What surprised you the most about how the call center industry responded to uncertainty in 2020? I was absolutely blown away by how quickly the industry adapted to the changes forced upon it by the pandemic. In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Outsource Consultants

JUNE 1, 2020

The sudden shift to remote work, while very painful for many, has given oxygen to some very essential industries. For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The Future of the At-Home BPO Model. Need to go remote in 2020? So what about post-COVID?

At home agents 76

At home agents Gamification Call Center Consulting 76