Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Skybridge

MARCH 25, 2020

Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. At Skybridge Americas, we have been overseeing high performance teams of at-home agents for years.

Technology 52

Technology At home agents Customer Care Coaching 52

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. Senior Vice President, Sales and Marketing.

At home agents 52

At home agents Wireless Government Contact Center 52

Skybridge

APRIL 13, 2020

They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. To meet the challenge, you need a team that is engaged and capable of delivering superior customer experience – all while working from home. Bobby Matthews.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Serenova

AUGUST 23, 2019

For B2B sales organizations, it’s quarterly quotas. The new, more cost-effective answer to the need for additional staff is work-from-home agents. Cloud-based contact centers not only provide flexibility to the agents and businesses, but also allow contact center supervisors greater efficiencies.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Eckoh

JUNE 19, 2020

8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. As online and point-of-sale transactions get more secure, criminals are now targeting the contact center. According to a 2018 study, Card-Not-Present fraud is now 81% more likely than point-of-sale fraud. [1] 1: Compliance doesn’t equal security.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

BlueOcean

AUGUST 9, 2021

Historically, frontline agents go through upfront and ongoing training that gives them the knowledge they need to respond to customer queries. This worked—to some extent—when the rest of the world functioned in the same way. As companies get back on their feet after the pandemic, knowledge management is a priority.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

COPC

OCTOBER 22, 2021

Transcom is a global customer experience specialist providing CX advisory, customer care, sales, technical support and collections services through their extensive network of contact centers and work-at-home agents. Learn more about the COPC Inc. certification process here. About Transcom.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Skybridge

MAY 6, 2020

If you doubt me , just ask the employees you transitioned from on-site to at-home. If they’re anything like the many at-home agents I know, here are some things they’d like to tell you: I Control My Workspace. Senior Vice President, Sales and Marketing. That’s how we do it at Skybridge Americas. We would love to talk.

At home agents 52

At home agents Customer Care Sales Marketing 52

Skybridge

MAY 13, 2020

While many outsourcers can say today that they staff at-home agents, the truth is, many of those companies cobbled together a temporary at-home strategy to deal with COVID-19. Senior Vice President, Sales and Marketing. That’s a band-aid, not a solution. We would love to talk. Bobby Matthews. Skybridge Americas.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

While many outsourcers can say today that they staff at-home agents, the truth is, many of those companies cobbled together a temporary at-home strategy to deal with COVID-19. Senior Vice President, Sales and Marketing. That’s a band-aid, not a solution. We would love to talk. Bobby Matthews. Skybridge Americas.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 6, 2020

If you doubt me , just ask the employees you transitioned from on-site to at-home. If they’re anything like the many at-home agents I know, here are some things they’d like to tell you: I Control My Workspace. Senior Vice President, Sales and Marketing. That’s how we do it at Skybridge Americas. We would love to talk.

At home agents 52

At home agents Customer Care Sales Marketing 52

Skybridge

APRIL 15, 2020

If you would like to know more about how Skybridge Americas can help you transition your call center from an on-site operation to one that is fully staffed with at-home agents, please reach out. Senior Vice President, Sales and Marketing. I hope you find it as thoughtful and thought-provoking as I did. We would love to talk.

At home agents 52

At home agents Call Center Customer Care Marketing 52

Skybridge

JUNE 1, 2020

Multiple studies over the course of many years have shown that employees are happier about their jobs when they’re able to work from home. Senior Vice President, Sales and Marketing. No last minute prep for the office, no commuting hassles. We would love to talk! Bobby Matthews. Skybridge Americas. bmatthews@skybridgeamericas.com.

Customer Care 52

Customer Care At home agents Call Center Education 52

NICE inContact

DECEMBER 9, 2015

We can easily add more agents regardless if they’re working from home or elsewhere – all they need is a computer and internet connection.”. Sales orders increased 56% and revenue 59%. Earned a customer satisfaction score of 93.6% while absorbing and handling a 34% increase in call volume. 1,346 man hours saved for the year.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Skybridge

APRIL 24, 2020

If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-home agents, please reach out. Read the entire article here > Senior Vice President, Sales and Marketing. We would love to talk! By David Nour. Skybridge Americas.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-home agents, please reach out. Read the entire article here > Senior Vice President, Sales and Marketing. We would love to talk! By David Nour. Skybridge Americas.

At home agents 52

At home agents Customer Care Government Call Center 52

DMG Consulting

APRIL 20, 2020

If you’ve succeeded in moving your contact center employees to their homes, the next priority is to provide them with ongoing support. What Contact Center Managers Do Now.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Babelforce

MARCH 30, 2022

For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones. Find out more about how it works by contacting the babelforce sales team. Lower setup costs.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Callminer

OCTOBER 22, 2019

Outbound would be a sales and marketing solution to help your business grow. This could be incoming sales enquiries, but usually pertains to customer service and support issues. Virtual, or utilizing “at-home” agents. Inbound Sales. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203

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

Taylor Reach Group

JUNE 20, 2017

Yes, with this software, you have options to use work at home agents (WAHA), agents on premises, agents on-shore or offshore – it opens up a lot of possibilities. For instance, I recently used live chat on a sales call with Apple. Wait-Time on the Phone Vs. Chat. Garry Schultz – Senior Consultant - Ottawa.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Skybridge

OCTOBER 30, 2020

You, personally, as the senior leader of a customer care platform, might have found it quite seamless to simply grab your laptop and start working from home this year. Senior Vice President, Sales and Marketing. It’s a monster. And it’s going to start destroying things and sending your customers running for the hills. Bobby Matthews.

At home agents 52

At home agents Customer Care Scripts Personalization 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Senior Vice President, Sales and Marketing. We would love to talk! Skybridge Americas. bmatthews@skybridgeamericas.com.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Senior Vice President, Sales and Marketing. We would love to talk! Skybridge Americas. bmatthews@skybridgeamericas.com.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52