Demand for Virtual Agents Will Put Pressure on Recruitment Supply
Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing. The agent profile that was seen as acceptable pre-pandemic will be abandoned as enterprises push their BPO partners to embrace more virtual delivery. Invariably, outsourcers will be forced to hire more agents that have higher […]
Work-at-home Well-being Should be Front of Mind for BPOs
Over the past six months, decision-makers have learned that remote working drives solid business benefits. These should not be underestimated. Through the pandemic, remote work has helped many organizations stave off significant operational disruptions in customer experience management. However, the impact that this business model can have on those who are not used to the […]
Ryan Strategic Advisory Publishes White Paper With ATAC
Ryan Strategic Advisory is pleased to announce that it has published a thought-leadership white paper with home-based agent outsourcing provider ATAC. This document highlights the importance of business contingency planning and the role that work-at-home customer experience delivery plays in this process. Key elements that are discussed in this white paper include the the growing […]
Coronavirus pandemic beckons BPO Contingency Planning
As the planet shakes amid the onset of the swift spreading coronavirus, no sector of the economy is immune. In the outsourced contact center space, providers across the globe are aiming to shore up their clients’ customer experience needs while at the same time maintaining maximum compliance within their own operations. The key to this […]
Sitel Reboots Work-at-Home Program at Opportune Time
The changes unfolding in customer experience delivery are as profound as they are far-reaching. What has become clear of late is that enterprises are looking for front-line solutions that yield results, and they are more open to leveraging alternatives that otherwise would have been off the table even a few short years ago. One of […]
Outsourcers Must be Ready to Stand Out in a Crowded Market
Businesses need to stand out from the competition. And while this is somewhat of an obvious statement – the mantra has been a mainstay of first-year marketing courses the world over for decades now – what is becoming more apparent than ever is that companies cannot afford to be complacent with their offerings or messaging. […]
Getting Green Has Never Been More Important in Front Office BPO
It’s not easy being green, but it is clear that businesses have to be serious about the environment. Recent revelations around the acute need to improve all aspects of commercial activity cannot be lost on the contact center space, and it is time for outsourcers to step up. Not only is this green imperative due […]
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 […]
BPO Sector Must Embrace Gig Economy Mentality
One much talked about trend lately concerns the so-called gig economy. And while the term itself may sound like the cliché of the month, it is an actual phenomenon that has the potential to disrupt the front-office BPO space. As the workplace affords higher levels of individual autonomy, contact center outsourcers need to recognize that […]