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

Calltools

MARCH 8, 2023

Cloud phone systems can cost as little as $10 per agent per month, according to JustCall, which can work out significantly cheaper than other technologies. Remote Flexibility With more people working from home, cloud calling allows you to adopt or maintain a remote or hybrid work model.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. In truth, daily life for consumers will continue to reflect the growing tension between potential employers and candidates.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

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?

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Talkdesk

DECEMBER 3, 2015

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

Taylor Reach Group

JUNE 20, 2017

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat. 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. Chat at Transaction Points.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. And from an employer perspective, many candidates in the labor market are looking for at-home opportunities. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62