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

NICE inContact

APRIL 13, 2016

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions?

Contact Center 69

Contact Center Management At home agents Coaching 69

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. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center At home agents Education 101

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

Tethr

JULY 6, 2020

Here are some areas contact centers are giving a little extra attention to after dealing with the side effects of the illness that shook up the whole world. In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. A real strategy for sudden increased call volumes.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. Keep More Agents On Board. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Outsource Consultants

OCTOBER 4, 2021

Customer service outsourcing through contact center partners represents one of the fastest-growing, most impactful channels that business leaders can deploy. Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

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

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

24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. A cautiously optimistic approach is needed as contact centers adapt and respond to the shifting business landscape that has developed around COVID-19.

Contact Center 52

Contact Center At home agents Coaching Education 52

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

Babelforce

MARCH 9, 2022

Over the past few years, cloud computing has exploded across all industries. But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center?

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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

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. Turning a Contact Center into a Profit Center. 3 Ways Call Center Supervisors Can Reduce Costs.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry.

At home agents 52

At home agents Contact Center Coaching Morale 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

DMG Consulting

APRIL 1, 2021

Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they have the right number of resources with the necessary skills to respond to the projected volume of interactions.

Management 67

Management At home agents Contact Center Self service 67

Serenova

AUGUST 23, 2019

For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. But what about at-home or gig workers? FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

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. e)Agents Extensions. g)Support for Work-at-Home Agents.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

Altivon

JUNE 13, 2020

Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Here is a look at how US contact centers are responding to the unique demands of the current climate.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

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. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The original Standard was created in 1996 by a group of global industry leaders. The COPC CX Standard is available in three versions: Contact Centers, Release 7.0.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Eckoh

JUNE 19, 2020

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud. Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach. #8 4 Contact center crime is a growing issue.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

BlueOcean

MARCH 24, 2022

A more sophisticated agent profile is going to be hard to attract—and they’re going to be more expensive (and that’s true both in in-house and outsourced contact centers). One of the most critical factors to help attract the best agents is the opportunity for a meaningful career path. Increasing Focus on Remote Agents.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

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. by Stephen Fioretti.

At home agents 52

At home agents Wireless Government Contact Center 52

Vistio

JULY 27, 2021

According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study , contact center agents have fully embraced the flexibility that Work-From-H (WFH) offers. >>Keep your agent tech stack simple. For over a year now most agents have been at home.

Contact Center 52

Contact Center At home agents Technology Best practices 52

Xaqt

JUNE 1, 2020

The offshore business process outsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. COVID-19 changed the entire industry in an instant.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Serenova

OCTOBER 7, 2020

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. Now as many as 80 percent of call center agents are currently working from home. Maintain team culture.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Pipkins

SEPTEMBER 29, 2017

No more guessing about whether your at-home agent is working – our adherence monitor and performSMART toolkit will provide management with all the tools necessary when it comes to scheduling. Finally, LookingGlass can be the social network needed to keep at home workers from feeling isolated or left out of the loop.

Management 40

Management Coaching At home agents Contact Center 40

Spearline

FEBRUARY 23, 2022

But that’s not always the case either And, even with our best intentions in asking the agents to be on ethernet, on a good network and in a quiet environment, they can struggle with doing it well enough. With work from home call center agents our main challenge becomes controlling their home environment and network.

Call Center 52

Call Center At home agents voip Call flow 52

Vistio

MARCH 15, 2022

And I can’t wait for you to share that with our listeners, but before that, when you look at BPO companies or even you were just talking about we’re in this area of the great resignation, what is it that we as an industry have missed the mark on in regard to keeping contact center agents happy?

Gamification 52

Gamification outsourcing Contact Center Technology 52