Planning and organisation – key for successful virtual customer service teams

Planning and organisation – key for successful virtual customer service teams

Increasingly, companies recognise the benefits of virtual customer service teams. And, in response to this, virtual customer service team management is a recognised necessity. While managing a virtual team has many similarities to managing in-centre teams there are,...
Workforce planning – use work-at-home customer service

Workforce planning – use work-at-home customer service

How to improve workforce planning – use work-at-home customer service. It helps retain two of the company’s most valuable assets – knowledge & experience. Even with effective workforce planning, change and evolution are challenging for any organisation. As a...
Cut the cost of customer support: use a work-at-home model

Cut the cost of customer support: use a work-at-home model

When asked the question “what is the most effective way to cut the cost of customer support?” the clear answer is “the work-at-home model – it can offer a whole host of benefits for a support business, regardless of size.” As well as increasing flexibility and...
FTE headcount reduction – switch from in-centre to home-based support

FTE headcount reduction – switch from in-centre to home-based support

Tackling FTE headcount reduction – switch from in-centre to home-based support. It can optimise shift flexibility, improve employee satisfaction and lower costs. More and more companies embrace a home-based support model as they recognise the benefits that come...
Customer Service Training in the Virtual Environment

Customer Service Training in the Virtual Environment

Customer service training in a virtual environment must be effective, efficient, engaging and a convenient way to prepare work-at-home agents for their role. However, it’s vital that virtual customer service training is well planned, prepared and executed. Getting...

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