by Patrick Gorman | Oct 23, 2020 | Benefits of work-at-home customer service, Crisis Management
As Coronavirus continues to have an unparalleled impact across the globe, with millions of people seeing their livelihoods, way of life, and health at risk, it may seem unfruitful or even insensitive to be looking for positives. But the pandemic has forced businesses...
by Nick Sellers | Sep 18, 2020 | Benefits of work-at-home customer service
Prior to the lockdown and the resulting need for most businesses to send their people home, there was a reluctance amongst many companies to have a work-at-home (WAH) element in their customer support model. For some, this was due to fears over security, compliance or...
by Patrick Gorman | Jul 31, 2020 | Benefits of work-at-home customer service
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...
by Patrick Gorman | Jul 17, 2020 | Benefits of work-at-home customer service
Brands that have had a bad experience with work-at-home (WAH) over the past few months should keep in mind that this may not be an accurate reflection of how a dedicated WAH model works. Over the past few months there have been countless claims of providers...
by Nick Sellers | May 15, 2020 | Benefits of work-at-home customer service
For companies considering introducing an outsourced work-at-home element to their customer service, it’s important to consider the three distinct work-at-home models: Contractor – agents are contractors to the partner, they aren’t an employee and are paid only for the...
by Nick Sellers | Apr 17, 2020 | Benefits of work-at-home customer service, Crisis Management
Companies with no prior provision for work-at-home (WAH) got their customer service teams home quickly, but compromises had to be made to achieve this. After all, it’s one thing to move people out of the building and onto their home broadband to work at home, but what...
