The benefits of a multiyear support partnership
Alongside enhancing customer experience and saving time and resources, one of the key reasons companies decide to outsource customer service is to reduce costs. Outsourcing to a specialist customer service provider will almost certainly save you money when compared to...
The emergence of a new customer service model
The past few months have been challenging for many businesses, as they’ve had to adapt to a new, unpredictable and quick-changing situation. Companies have moved people home quickly and efficiently, in difficult and unprecedented circumstances. But what challenges...
An agent’s perspective on work-at-home
In previous posts, we’ve discussed what this sudden requirement to move the workforce home has meant for employers, but what has it meant from an agent’s perspective? The past few months has seen hundreds of thousands of employees across EMEA move to a...
How to measure and manage work-at-home agent performance.
Over recent months, many organisations have adopted home-based teams for customer service delivery. The level of their success was heavily influenced by whether work-at-home (WAH) was part of their existing CX model, or if lockdown forced them to adapt to a home...
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