The call center industry is undergoing significant changes at the moment, with the general trend seeing a significant increase in hiring remote agents. Remote work is gaining popularity in the call center, and for good reason. But is it really worth relying call center activities on remote workforce?
These days, businesses need to give their employees a reason to stay at the company. Providing an outstanding working environment and conditions is essential, but it is increasingly not enough in a business world where most industries face labor shortages.
These days customers are one of a business’ most valuable assets. And as we all know, in our ever-competitive world, it’s easier to retain customers than get new ones. As such, it’s no wonder there’s fierce competition among companies to provide customers with an as-convenient-as-possible customer experience.
Optimizing workforce management to get the most out of your processes is a key factor in any call center. So, throwing money out of the window by having high levels of agent idle time, in an environment where everyone is so keen on enhancing productivity, is clearly a mistake.
Another month, another feature release! We are pleased to announce the integration of VCC Live with InSign, a Germany-based electronic signature tool. This is a significant release that will allow companies to deliver electronic signatures.
Currently, customer service is dominated by the concept of leveraging several channels with the aim of aligning customer communication. First, it was multichannel, later omnichannel, and now companies started to explore optichannel communication.
A new policy recently put forward by the US’s Consumer Financial Protection Bureau proposes allowing debt collectors in the US to only be able to call debtors up to seven times a week. I talked to Richard Blewis, Digital Debt Collections Manager at VCC Live, about this new regulation, as well as global trends currently dominating the debt collection industry.