Work-at-Home Agents – Now is the Time
While perhaps overused in general, the cliché Carpe Diem – Seize the Day cannot be ignored by BPO companies aiming to provide their clients with work-at-home agents. Undoubtedly, there will be those enterprises that choose not to consider this delivery model. But recent research shows that more firms than ever are considering how remote workers […]
European Home-Agent Dynamic Begins to Take Shape
The adoption of home-based agents has been a very US-centric contact center phenomenon. This is a business model that has proven effective in driving strong levels of customer experience for enterprises across sectors. But, despite a solid track record, it has been slow to spread in Europe. However, the tide may be shifting, as front-office […]
Labor Day Gives Pause to Reflect on Contact Center Workforce Challenges
Labor Day was celebrated in the US and Canada over the past weekend, and the last few days should have given contact center decision-makers time to consider their future domestic workforce needs. Indeed, as the North American labor market tightens, new delivery alternatives are certain to be top of mind. Equally, how best to manage […]
Home Agent Outsourcing Must Focus on Value, Not Price
One of the most interesting things about contact center delivery over the past decade has been the shift in what enterprises look for when partnering with a vendor. And, with firms across verticals looking for a solution that reflects flexibility, higher-quality interactions and affordability, a good number continue to use home-based agents. However, there is […]