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HFS Research Names Working Solutions a Customer Experience #contactcenterworld Melissa O'Brien, Executive Research Leader for Customer Experience (CX) said: "HFS Research has named Working Solutions an HFS OneOffice/OneEcosystem Hot Vendor for its effective approach to virtual workforce models and employee engagement—among the most important issues of 2022." The HFS report noted "client references attest to a strong partnership approach Working Solutions brings to its relationships, and they applaud the quality of its services. "More importantly, clients verify that their 'secret sauce' lies in unique, proven recruitment, education and operations models. Clients raved that the rigor Working Solutions puts into onboarding and training is best in class in the industry." As jobs went remote during the pandemic, conventional work arrangements became strained, then outdated—and soon resisted. "Many companies continue to grapple with how to leverage gig models as a new reality," O'Brien said. "Companies like Working Solutions are resources with decades of experience." Virtual Visionary Virtual since the start in 1996, the company operates onshore throughout the United States and Canada. It has a core team of 150+ employees, most of whom work remotely, and a virtual network of more than 150,000 contact center agents, all independent contractors. Tamara Schroer, vice president of Education and Development at Working Solutions, believes the company proved to be a virtual visionary long before the pandemic occurred. "Our agents become students of a client's business, acting as extensions of the brand to best serve its customers. Refined over 26 years, our education and engagement practices lead to agents who are indistinguishable from the client," Schroer said. As a hot-button workforce issue, HFS stated the "support and enablement of customer experience through developing and empowering customer-facing people is one of the most important focus areas for business leaders today." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, July 29, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |