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It’s time to say goodbye to the term agent!

It’s time to say goodbye to the term agent!

For the past four decades or so, those working on the customer service frontline have been known as agents. Although other monikers may have come and gone, the agent title has remained. But more recently we have increasingly seen instances where businesses retired the...

Looking towards the future and recovery.

Looking towards the future and recovery.

As we move into the second half of 2021, there are signs that things are starting to get back to normal. Consumer demand is picking up and businesses in many sectors are looking towards the future and recovery. But recovery doesn’t have to mean getting back to...

Work At Home is still part of the conversation.

Work At Home is still part of the conversation.

Home-based customer service has been around for years. But, for the majority of this time, it hasn’t truly been embraced and adopted as mainstream. Though seen as an option, adoption wasn’t essential for most businesses. But 2020 changed all that, and the work-at-home...

What OneTEAM delivered for SYKES Brand Partners in 2020.

What OneTEAM delivered for SYKES Brand Partners in 2020.

When the majority of Customer Service departments found they couldn’t continue working in the office last year, they also found they couldn’t easily work from home. Making the changes needed to comply with an unforeseen situation and new rules necessitated compromises...

Automation – risk or opportunity for customer experience?

Automation – risk or opportunity for customer experience?

Automation is on the rise, with companies across all sectors viewing it as an effective tool for positive business transformation. But, as technology advances and becomes ever-more sophisticated, it’s perhaps not surprising that employees are concerned for their...

The evolution of offshore and near shore to work-at-home

The evolution of offshore and near shore to work-at-home

Work-at-home (WAH) has evolved significantly over the past year, with many companies adopting the model for business continuity. And this evolution hasn’t just been in terms of urgency and delivery, but also in how the model now sits within the overall customer...

Scaling the customer service experience without compromising results

Scaling the customer service experience without compromising results

As businesses grow, their customer-facing teams must also grow in order to accommodate the increasing number of customers, enquiries, and queries. However, one of the dangers of scaling is losing sight of the overall objective – providing a great customer experience...

Work-at-home: Monitoring is not spying.

Work-at-home: Monitoring is not spying.

In recent weeks, a few articles in the press have talked about employers’ use of “spyware” on employees working from home. The call centre industry, in particular, is flagged as an offender, with claims that companies simply don’t trust their employees now that the...

The verdict on working from home – a series of contradictions

The verdict on working from home – a series of contradictions

It’s now been over a year since the majority of businesses sent their office-based staff home to work remotely. And now, as businesses consider their next move - specifically if, when and how they will return to the office, many survey results are being published that...

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