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Jim Ryan, Talk2Rep CEO Shares Insight on the Efficiencies & Effectiveness of At-Home Agents

Posted on CustomerExperienceReport.com Creating Opportunities “We originally started developing a stronger infrastructure and a reliable business model and platform,” says Talk2Rep CEO Jim Ryan, whose company has been using home agents for the last seven and a half years across 22 states in the US to respond to this demand. “Everything from hiring staff, training, operations, technology…

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OPEN ENROLLMENT CHALLENGES FOR THE HEALTHCARE CALL CENTER

October 1st is approaching quickly and opening the marketplaces on time represents the Obama administration’s biggest challenge to fulfill the affordable healthcare promise to extend coverage to uninsured Americans, including those who have been denied coverage in the past because of pre-existing conditions. Since the Supreme Court upheld the law last June, though, officials have…

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MEASURING THE OUTSOURCING ECOSYSTEM FOR STRONGER CUSTOMER RELATIONSHIPS

In analyzing which customer engagements to keep in-house and which to outsource, companies need to look past basic cost reductions as a result of outsourcing and measure overall effectiveness and strategic customer experience.    In the case of a call center,  customer retention and the overall customer satisfaction (CSAT and NPS (Net Promoter Score) has to be…

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BENEFITS OF A “NEAR SHORE” CALL CENTER FOR VOICE AND LIVE CHAT

In the Call Center industry when we speak of “Near Shore” operations we think of South America and the Caribbean, our neighboring nations this side of the hemisphere. One of the obvious traits of near shore call centers is its close geographic proximity to the US which  translates to reduced travel time, easier communication and…

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