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?
DMG Consulting
JANUARY 29, 2021
Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.
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Outsource Consultants
OCTOBER 4, 2021
3) Growth of Self-Service Adoption. Traditional customer service, where agents engage with people one-on-one, is a big part of customer service—but it’s not everything. Self-service is customer service too. 67 percent of consumers prefer self-service customer support over live agent assistance.
Outsource Consultants
AUGUST 3, 2020
Luckily, at-home agents love the flexibility and convenience of working from home. Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center.
Aspect
JANUARY 12, 2018
And since 81% of customers prefer self-service to agent assisted service , the simpler work will eventually go to automated self-service, and only the more complex tasks will go to agents. Studies show that 95% of agents are only willing to drive up to 30 minutes to work.
DMG Consulting
APRIL 1, 2021
In order to make this happen, companies need a much larger pool of trained agents, which has been the limiting factor for the process, until recently. During the past 4 years, WFM vendors have been enhancing their self-service capabilities. And, for the new concepts to be applied, WFM solutions need to be enhanced.
DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Technology Takes a Leading Role.
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