BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. We won the business with a solution that was based entirely on using agents located in our center. Managing Work-at-Home Call Center Agents.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 111

Contact Center Tips Management Call Center 111

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv] Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand.

ROI 45

ROI Social Media Airlines Customer Service 45