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 on a daily basis.

Maintaining an efficient and effective outsourced contact center while simultaneously wowing your customers requires robust, effective workforce management in tandem with a comprehensive understanding of the big picture. Managing agents is an integral part of the picture.

Our latest eBook provides a look behind the scenes in HR and Workforce Management.

Here’s what’s inside:

• Navigating Generational Differences in the Contact Center Workforce
• What HR Wishes WFM Knew About Call Center Employee Experience
• 3 Ways to Empower Call Center Agents
• 5 Lessons for the Buyer of Customer Service Outsourcing

Complete the form below to grab your copy!

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