Call Center WFM

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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What Your Workforce Management Team Wishes HR Knew

by Patty Isnor in Call Center WFM, Patty Isnor

Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce management team and your HR teams have had the occasional struggle to understand one another. As the senior vice president of corporate services at Blue Ocean, both our workforce team and […]

 

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How to Hire People that Fit Your Ideal Contact Center Agent Profile

by Cathy Biddulph in Agent Recruiting, Call Center Agents, Call Center WFM, Cathy Biddulph, Customer Service Outsourcing

To outside eyes, hiring customer service agents might seem like a straightforward order: hire people who are good at customer service… In fact, careful, nuanced hiring is the foundation of any successful customer support program. If you are engaged with an outsourced contact center partner, you want to have confidence that they are hiring the […]

 

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