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A union has condemned a call centre company's proposals to send webcams to staff working from home. Some workers at Teleperformance are expecting the technology to arrive later this week. Read More... April 14, 2021 10:22 PM
At ContactCenterWorld.com, we have been working with our global team from home for many years! Our President, Raj Wadhwani created a Work from home' video with tips based on our experience.
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Note: There is no charge. However, you will be asked to log in to access the content on our learning academy.
Thomson Reuters tested the quality of its remote onboarding and training process during the pandemic. Managers used workforce analytics to break down and analyze interaction and performance data to determine areas of onboarding and training that could be improved. April 5, 2021 5:00 AM
We were delighted to see Jo Causon, Chief Executive Officer of Institute of Customer Service in the Impact Room recently. Jo joined Hannah Louise Cox to share some insight and thoughts about customer service, customer demands... Read More... April 13, 2021 5:00 AM
Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and p... Read More... April 7, 2021 5:00 AM
Hybrid Work – 5 Keys to Building an Effective Hybrid Workforce Ryan Easter couldn’t believe he was being asked to run a pandemic business continuity test. It was late October 2019 and Easter, the IT Director and a Principal ... Read More... April 5, 2021 5:00 AM
Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called a major ISP with a question regarding local internet access in the US, despite explaining the query the agent went into... Read More... April 14, 2021 5:00 AM
Don't miss out on entering the ONLY global awards program in the industry! The submission deadlines for our 2021 '16th Annual' Global Top Ranking Performers Awards: APAC - CLOSED | EMEA - 16th April | AMERICAS - 23rd April Why enter our prestigious awards program? - The only TRULY GLOBAL award program - A COMPREHENSIVE program - 100% UNBIASED - The 'OLYMPICS' of the Contact Center World - Over 40 relevant AWARD CATEGORIES - Make CONNECTIONS with other award entrants - BENCHMARK against others - Unrivalled RECOGNITION - Public, Private, Inhouse, Outsourced Categories - INTEGRITY second to none | Apply at www.contactcenterworld.com/worldawards
Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...