Call Center Agents

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Here’s an Idea: Put Millennials’ Needs First

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience […]

 

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What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Coaching, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Kim Campbell

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

 

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From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else is just getting started. Unless you want to throw your outsourcer […]

 

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