Thursday, April 20, 2017

Consider Flexibility in your Contact Center

This informative article was originally published by Steve Brubaker on Infocision.
As a business owner, you have always maintained a traditional, on-site work environment. As such, your contact center has never granted Work-at-Home privileges, and you prefer to hire local — as opposed to remote — customer service Communicators.
While this policy may have suited your contact center in the past, it’s time to ask whether it’s still aligned with the needs and demands of your workers. The business landscape has changed dramatically in recent years, and workers today — particularly contact center Communicators — are demanding flexible scheduling policies that allow them to work where they want, and in some cases even when they want.
Rest assured, your contact center won’t be the only one changing its strategy to accommodate its Communicators’ needs.  Many customer service administrators are now adjusting their policies and allowing Work-at-Home privileges. According to Gallup, 43 percent of Americans spent at least some time working remotely in 2016. This is an increase of four percent from a previous poll conducted in 2012
Soak that in for a moment: Almost 50 percent of the American workforce is experimenting with teleworking....
#CustomerExperience, #ContactCenterFlexibility, #RemoteAgents, #Telecommuting

Thursday, March 16, 2017

Companies That Invest In Customer Experience Will Destroy Those That Don't...

This informative article was originally written by customer experience expert Blake Morgan.
We all have good intentions. We wake up, stretch, brush our teeth and think “it’s going to be a great day!” But as the day goes on some of us get off track. We eat the donuts in the office kitchen, surf Facebook instead of working, make impulse purchases on Amazon and when we get home from work  instead of going to the gym we plant ourselves on the couch for a few episodes of reality TV. We started our day with the best of intentions, but got side-tracked and lost sight of the long-term goals.
It’s the same situation with companies. No company sets out and says, “we’re going to just do the bare minimum for the customer so we can increase our profits!”
Read the entire article here and follow Blake on Twitter @BlakeMichelleM

Tuesday, March 14, 2017

What's UP with the DOWNTIME?

Linda, a contact center supervisor for a large BPO, is at her desk on a Monday afternoon when she has an epiphany. “Something is not right”, she says to herself. “Its Monday and the phones are eerily quiet – too quiet for my center”, she thought.
Linda decides to have a look and walk down to the floor. All her agents are all at their desks, with their headsets on, and all of their stations are active and ready. Everybody is where they need to be, there just isn’t any of the usual call volume right now. Things will change soon, for sure, but Linda wonders “What are they doing with their down time?”.

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