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. Are there unique metrics for work-at-home vs. in-center? It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

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. "I do expect cognitive and robotic automation projects to lead to some job loss. The large cloud providers (ie.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

COPC

MARCH 23, 2020

This means that most organisations have been left ill-equipped to manage the requirement for the rapid deployment of Work-At-Home solutions necessitated by the spread of COVID-19. What sort of an environment do Work-At-Home agents need? Will the internet cope with surges in traffic if more people work from home?

At home agents 52

At home agents Consulting Consulting Government 52

BlueOcean

AUGUST 9, 2021

TLDR: Looking for an outsourced partner who can help you get to the next level in your contact center? Simply request pricing for our outsourced customer care solution. Historically, frontline agents go through upfront and ongoing training that gives them the knowledge they need to respond to customer queries.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Skybridge

MAY 13, 2020

For many brands, outsourcing will be the only step that makes sense. But choosing the right outsource customer care provider is a little more complicated than it might appear. Expect to hear vast differences in how various outsourcers respond. Senior Vice President, Sales and Marketing. That’s a band-aid, not a solution.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

For many brands, outsourcing will be the only step that makes sense. But choosing the right outsource customer care provider is a little more complicated than it might appear. Expect to hear vast differences in how various outsourcers respond. Senior Vice President, Sales and Marketing. That’s a band-aid, not a solution.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. This is not the case.

Best practices 203

Best practices Call Center outsourcing Contact Center 203