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Brands need to futureproof their online customer experience

Brands need to futureproof their online customer experience

Most of us will be glad to see the end to 2020. It’s been a year like nothing we’ve experienced before. As life starts to return to something a little closer to what we would consider ‘the norm’, businesses must think about their on-going customer service strategy, in...

All back to the office? – Well, not really

All back to the office? – Well, not really

With lockdown restrictions easing across much of Europe and many people starting to return to the office, the world is starting to feel a little more ‘normal’ again. But for businesses planning their return to the workplace, it’s important to keep in mind that this...

Selling Customer Support Virtually

Selling Customer Support Virtually

One of the main challenges to selling in a virtual world, is being able to communicate your offering and satisfy the buyer’s needs in a way that is thorough yet concise. When selling virtually, the seller can see potential buyers on screen and utilise slides and other...

Buyers, and the virtual buying experience

Buyers, and the virtual buying experience

The current barriers to face-to-face meeting is having minimal impact on work-at-home (WAH) processes, after all, WAH has always been a fully virtual experience from start to finish. However, the process of buying and selling at-home services is typically still done...

The benefits of a multiyear support partnership

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 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

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 work-at-home...

How to measure and manage work-at-home agent performance.

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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