At Time Doctor, we are dedicated to providing innovative solutions that empower teams to reach their full potential. We understand that accountability, transparency, and trust are crucial elements for the success of any remote workforce. That’s why we’re thrilled to announce the launch of our latest feature: the Unusual Activity Report.
One of the most obviously useful reasons to adopt Time Doctor is how we make it simple to track and analyze the time your team dedicates to various projects, clients and tasks. Without the need for separate project management tools, this makes it possible to understand workloads, accurately bill clients and correctly pay employees/contractors. This incredibly valuable connection between time, tasks and invoicing/payments does require some work on the back-end.
A leading outsourcing servicing for US dental practices embraced Time Doctor to refine the speed, consistency and impact of its remote team’s work.
Let’s talk about something important for us all – work-life balance. You’ve probably heard this term a lot and for good reason. It’s all about striking that perfect harmony between our professional commitments and personal lives. Sounds simple enough, right? Well, it can get a bit complicated, especially when we’re talking about distributed teams.
Over the past few decades, BPOs (Business Process Outsourcers) have become an increasingly important part of the global economy. By outsourcing activities like customer service, back-office administration, and accounting, businesses can make cost savings, improve performance, and focus on their core business. In return, BPOs earn a profit on the services they provide, just like any other business.
Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better customer experience can be difficult when you lack the right tools. That’s why having a call center agent performance scorecard helps you efficiently measure your team’s work and take essential steps to improve.
As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key performance indicators) reliably, getting this balance right is essential. However, you’re wasting time and money if you’re not using a proven forecasting method or still scheduling with spreadsheets (or pencil and paper).
Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact centers, finding the root cause or seeing the bigger picture isn’t always easy. In this article, we’ll cover 10 of the most common contact center issues and share actionable steps to resolve them.
