Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.

At home agents 76

At home agents Gamification Call Center Consulting 76

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. This has created improvements to team efficiency, bottom-line revenue, and agent morale. Call center agents serve as your first line brand ambassadors.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

FEBRUARY 22, 2021

In order to make sure agent supervisors have adequate training, BPO providers need to make frequent reviews of their technology and programs. Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score.

Call Center 76

Call Center Gamification Coaching Morale 76

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

COPC

MARCH 23, 2020

TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19. s Senior Consultants, has supported many Work-At-Home environments over the last ten years. What sort of an environment do Work-At-Home agents need? Cyndy Edwards, one of COPC Inc.’s

At home agents 52

At home agents Consulting Consulting Government 52