Post by shiyabul on Aug 19, 2024 5:56:17 GMT
I find that contact center outsourcers do not typically excel at building platforms, they are also conflicted by trying to run two employment models in parallel which will increase their risk of worker misclassification claims. Secondly, start small, with a crawl/walk/run approach. Start with Level inquiry types and qualified agents who do not handle PII data or access your other systems.
Then, once your business and wider stakeholders have become https://lastdatabase.com/ comfortable with the stability and service delivery, you can look to introduce certified agents who are vetted to the same level as traditional agents. Ones who can be given access to see some PII data and secure access to some data from internal systems. Thirdly, include everyone with a stake from the outset – from senior-level sponsorship – to operations – workforce planning – quality – technology teams – security – compliance, and legal.
Ultimately, organizations are striving for an ecosystem of people working in different ways including traditional contact centers, WFH agents, and GigCX experts. SOURCEContact Center Pipeline April TAGSAIartificial intelligencegig workinggigCXindependent contractorWFHwork from home Brendan Read Brendan Read www.contactcenterpipeline.com Brendan Read is Editor-in-Chief of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career.