Outsourcing can save you a lot of money and hassle - but it can also create problems. Researchers have begun to look into the common challenges that impact a company's outsourcing success: high rates of turnover, inconsistent data and reporting, compliance issues, and the impact of high customer expectations.
With Merlin Guides, agents do the right thing at the right time, every time. Through Merlin's many features (interactive guides, FAQs, links, and notifications) managers are able to provide in-the-moment support to all agents.
This increases their ability to meet and exceed customers' needs. In particular, the interactive guides are available to agents 24/7 and are accessible every time they complete a task -- this allows them to train and perform within the actual software programs they use each day, helping to increase productivity and decrease agent turnover.
