by Patrick Gorman | Dec 17, 2020 | Best practices for home-based customer service
This year, for most businesses, customer service underwent urgent and unexpected changes. For the first time many embraced work-at-home (WAH) as a necessary component in their model. Now, as we look towards 2021 and the potential for service agents to return to the...
by Patrick Gorman | Dec 4, 2020 | Best practices for home-based customer service
This year, many people have experienced working from home for the first time. And, for the majority, adjusting to this way of working will have posed challenges, particularly when it comes to maintaining discipline around their appearance and daily routine. A UK study...
by Patrick Gorman | Jul 24, 2020 | Best practices for home-based customer service
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...
by Nick Sellers | Jul 3, 2020 | Best practices for home-based customer service
Over recent weeks, the media has been full of claims by companies to have successfully moved hundreds, thousands, or even tens of thousands, of people to work at home. Moving the workforce on this scale is, of course, a significant achievement. But, when it comes to...
by Nick Sellers | Apr 10, 2020 | Best practices for home-based customer service, Crisis Management
Over the past few weeks, many businesses have found themselves in a position they had never imagined, and not prepared for. They’ve adapted quickly to an unprecedented scenario, finding ways to get their people working safely from home so that their company continues...
by Nick Sellers | Apr 3, 2020 | Best practices for home-based customer service, Crisis Management
As the world continues to cope with the unprecedented impact the current situation is having on our lives, economies, and businesses, companies are forced to react to the new landscape and put measures in place that ensure they are able to function, at least to some...
