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

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? How much does outsourcing customer service cost?

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

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. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

JANUARY 13, 2025

At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. As your team grows more confident and skilled through these training strategies, you’ll observe improvements in key performance metrics and customer satisfaction scores.

Call Center 67

Call Center Management Gamification call center software 67

Outsource Consultants

FEBRUARY 22, 2021

Call centers that can deploy at-home incentives have a huge advantage over BPO providers that are handcuffed to email or phone to develop their agents’ skills. 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

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

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. So there’s the other aspect of it and certainly, from the outsourced BPO space, you’re judged on your performance. That’s number one.

Gamification 52

Gamification outsourcing Contact Center Technology 52