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?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Talkdesk

DECEMBER 3, 2015

Ask agents from other departments to field frontline calls. Just adding a few agents to your frontline staff can significantly improve service level, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-home agents.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

pindrop

APRIL 30, 2020

The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. 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