Outsource Consultants

MARCH 16, 2020

Making the answers to common questions easy to find on your website or IVR messaging can free up agents for the inquiries that truly require a two-way interaction. The remote agent model is undeniably the most resistant to growing calls for quarantine – whether self-imposed or government-mandated.

At home agents 84

At home agents outsourcing Entertainment Airlines 84

Babelforce

MARCH 9, 2022

This is important because customers expect to use voice interfaces in 70% of interactions by 2023. Many call centers were quickly upended when governments issued work-from-home orders. Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

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. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140