Earlier this month, I discussed the growing trend towards home-based call center agents. It’s a field that – without a doubt – has been exclusively enabled by technology. But the role of tech in the call center industry stretches well beyond enabling virtual agents.
I thought I’d take the opportunity to share a few good reads I’ve seen recently on the subject of call centers, customer service and quality assurance.
A few months ago, I read a LinkedIn Group post regarding reward programs for front line personnel. The conclusion was that such programs were only marginally effective, at best.