Icy0KisI2AA6, Author at ThinScale

How Can CX Providers Reduce Costs and Fight Inflation?

08/09/202315/09/2022 by Icy0KisI2AA6

As inflation rises globally, the customer experience (CX) industry and its employees face a substantial financial and operational challenge. On the business side, fuel and energy are on a continuous upward trajectory. Employees are also requesting higher wages and leaving jobs that can’t meet their demands, leading to higher, costly attrition rates across the board. … Read more

Shipping devices to new hires is a bad idea. Here’s a better one.

08/09/202326/07/2022 by Icy0KisI2AA6

You’ve just taken on a new client and need extra agents up and running within a matter of weeks. Or maybe you’re approaching your traditional ramp up season and want to start getting new agents into the system.

Carbon Neutral Call-Centers: Why it matters and how to achieve it.

08/09/202327/06/2022 by Icy0KisI2AA6

Enterprises in every vertical are under pressure to reduce their carbon footprint and offset the environmental ripples of their operations.

Smashing the Ramp-Up, Part 2: Automate Device Imaging and Ship Devices Faster

08/09/202310/06/2022 by Icy0KisI2AA6

This post is the second in a two-part series called Smashing the Ramp-up. The first part discussed how to increase agent training capacity while reducing IT complexity. This part looks at how to solve logistical issues through automated device imaging and faster shipping.

Smashing the Ramp-Up, Part 1: Increase Capacity and Reduce IT Workload

08/09/202327/05/2022 by Icy0KisI2AA6

Seasonal surges are par for the course in the BPO and contact center industries. In just a few weeks, the new agent headcount can go from a few hundred to a thousand. For the bigger BPOs, the numbers are even more staggering.

The Benefits of Work at Home/BYOD for Hiring Managers

08/09/202306/05/2022 by Icy0KisI2AA6

It should come as no surprise to contact center human resources directors that one of the best recruiting benefits the work at home (WaH) agent model offers is hiring without geographic limitations. Couple that with allowing agents to use their own devices (BYOD), and you make the job even more attractive to prospective candidates.

Attn: Contact Center Executives – There is Gold Beneath Your Feet

21/06/202313/04/2022 by Icy0KisI2AA6

Andrew McNeile, Chief Customer Officer (ThinScale)

HR’s secret weapon against contact center attrition

08/09/202311/02/2022 by Icy0KisI2AA6

Agent attrition: Inevitable? Maybe not. Are you still hiring 1000 agents for every 500 seats you need to fill? Ok, it might not be quite that stark (or it might even be worse), but we’re willing to bet it’s not far off. You’re not alone. The latest figures reported to us from HR leaders at … Read more

Future Focus: How Contact Centers will Evolve in 2022 & Beyond

08/09/202311/01/2022 by Icy0KisI2AA6

With the contact center industry advancing so rapidly, it’s sometimes difficult to predict how things could change in the near future. Still, a few indicators show where the sector is heading, especially from a human capital and technology standpoint. After some insightful conversations with our clients in the contact center space, here’s how we expect … Read more