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