CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. Call Center Trends for Remote Work in 2022. Agents Are Calling Their Shot. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

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

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

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

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

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). call center is that HR methods adapt too.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62