Balancing Hold Time and Transfers

When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or  2) transfer the call to someone with the requisite knowledge. Thus we see a ...
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Acting on the Voice of the Customer

Customer feedback is only worthwhile when it is used to change behaviors within the organization to improve the customer experience. Yet most companies find it challenging to design and implement a truly effective customer voice program that adheres to best ...
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Initiating an At-Home Agent Policy

The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of:
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At Home Agents Are Strategic Assets - CallTalk Caramels

The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of:
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At-Home Agents: How to Recruit, Train, Monitor and Motivate

There is a growing trend by call centers to transition, in whole or in part, to using home-based agents (HBA). The management of home-based agents, however, requires skills not commonly used in the traditional center. Understanding these skills can lead to ...
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Organizational Structure: Foundation for Contact Center Success

We have all seen photographs of sinkholes that have swallowed buildings whole.  Weak underpinnings can have tragic consequences; what you don’t see can really hurt you.
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At Home Agent

At Home Agent  Date: August 18, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Steve Silver, Consultant Below is the Recording of the show
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