Patty Isnor

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Agent Insight #3: The Agent Desktop and Applications

by Patty Isnor in Agent Insights, Patty Isnor

Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]


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Agent Insight #2: Agent Training and Knowledge Transfer

by Patty Isnor in Agent Insights, Contact Center Technology, Patty Isnor

Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]


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