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?
Outsource Consultants
JUNE 6, 2022
98 percent of respondents to a study performed by Lifesize showed that video meetings helped with relationship-building both inside and outside of the company. A recent study showed that 80 percent of U.S. Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus.
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Outsource Consultants
NOVEMBER 29, 2021
Many productivity studies were launched early in 2020, sparked by the remote shift, so preliminary results run the spectrum of outcomes: A Stanford study of 16,000 workers saw a productivity increase of 16%. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits.
Noble Systems
AUGUST 8, 2019
Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.
Skybridge
APRIL 21, 2020
Somehow, this erroneous assumption, (that, if left to their own devices at home, your customer care agents will be start slacking off) has been accepted as fact. Studies repeatedly show that remote work arrangements lead to improved productivity. Myth: At-Home Agents Feel Neglected and Become Disengaged.
SharpenCX
JULY 23, 2020
But, when you take your call center virtual, you enable your agents to operate in an environment that best suits their personal working styles. Studies have shown that flexible work arrangements encourage greater productivity. Better Agent Experience Drives a Better Customer Experience.
24-7 InTouch
APRIL 3, 2020
In light of the current situation, not only have we transitioned our on-campus contact center agents to an at-home model, we have also implemented virtual recruiting, orientation, and training to ensure our new WFH agents receive the guidance they need to succeed. DOWNLOAD VIRTUAL PROGRAM LAUNCH CASE STUDY.
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