How Remote Agents are Changing Customer Experience
1 like88 views
The report highlights the advantages of utilizing remote agents for customer service and sales, emphasizing greater scalability and reduced overhead costs compared to traditional call centers. Insights from industry leaders suggest that remote agents lead to higher agent satisfaction, decreased attrition, and improved profitability. The document also outlines the necessity of adapting agent strategies to meet modern customer demands and the evolving landscape of workforce management.
How Remote Agents are Changing Customer Experience
- 1. CCW Special Report: Remote Agent Report
- 2. Featuring insights from: Kendal Jolly Managing Director, Culture and Brand Awareness Toll Brothers Cory Kreeck VP, Organization Development Beachbody Laurie Simpter Senior Manager, Customer Relations Pier 1 Greg Hanover CEO Liveops, Inc. Paul Leavens VP of Information Technology & Security Liveops, Inc.
- 3. About Liveops Liveops offers an on-demand skilled workforce of onshore home-based agents for customer service and sales. With no call center overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand. More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers. About CCW Digital CCW Digital is the global online community and research hub of more than 150,000 customer contact members. With the mission of creating customer contact rockstars, CCW Digital provides the customer contact community with the research, analysis, and network required to optimize their customer contact operations. Representing organizations big and small from all corners of the globe, our members stay up-to-date on the latest tools, techniques, and technologies by accessing our reports, innovative research formats, and various forms of digital media that all compliment our industry leading live event series.
- 4. Topics & questions discussed in this report: • Why consider a new agent strategy? • Why consider remote agents? • Overcoming challenges and debunking myths • Creating a culture of employment
- 5. Geographically speaking, there are zero markets left in the U.S. where brick and mortar call centers can scale. “
- 6. Remote agents = real assets Happy agents yield happy customers: • Remote agent model means companies have a larger talent pool • Prioritize agents based on brand culture, skill, etc. • Increased agent satisfaction, attrition declines. • Better profitability • Accommodates new channels, regions and customers with ease.
- 7. To read the full Remote Agent Report visit the below link… GET THE REMOTE AGENT REPORT