A Client’s Guide to Managing Contact Center Agents

What Your Outsourcer Should Tell You About Managing Contact Center Agents

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Download Your Guide to Agent Management

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents on a daily basis.

Maintaining an efficient and effective outsourced contact center while simultaneously wowing your customers requires robust, effective workforce management in tandem with a comprehensive understanding of the big picture. Managing agents is an integral part of the picture.

Our eBook provides a look behind the scenes in HR and Workforce Management. Here's what's inside:


Untitled design - 2022-01-07T154311.809  Navigating Generational Differences in the Contact Center Workforce

Untitled design - 2022-01-07T154311.809  What HR Wishes WFM Knew About Call Center Employee Experience

Untitled design - 2022-01-07T154311.809  3 Ways to Empower Call Center Agents

Untitled design - 2022-01-07T154311.809  5 Lessons for the Buyer of Customer Service Outsourcing

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