Solutions

NexGen@Home

NexGen is the leading VIP customer management provider delivering world-class support to our clients most valuable asset: their customers.

ABOUT THE SERVICE

NexGen@Home®, our virtual workforce delivery model, is a well-educated, highly specialized and flexible workforce.

Call it what you will: work from home, remote agents or virtual workforce. However you label it, over the past five years, the remote agent model has grown in popularity.

Attracting and developing the right talent that wants to stay with you. Another significant reason for the growing success of the work-at-home model is the ability to establish a geographical dispersion pool within the company.

Blended Model for Business Continuity

Though a proven stand-alone contact center solution, NexGen@Home is part of a holistic, “blended” model that can help clients better manage anticipated and unexpected traffic spikes. Agents work regular, scheduled shifts. Yet their inherent flexibility means they are available should high traffic at a NexGen call center result in unexpected overflow. NexGen@Home also serves as a business continuity solution when natural disasters or other business disruptions strike. Calls can be rerouted seamlessly from a call center to home-based agents – without callers ever noticing.

True Partnership

I’ve had a lot of contact center ‘partners’ but none have come close to the true partnership we feel with NexGen Agency. They aren’t just interested in pocketing money, they’re interested in helping our company grow. They routinely make suggestions on ways to innovate the processes we have in place and have really made themselves a true extension of our brand.

Senior Director of Customer Care for Major Retail Company
Retail Client

A Partner That Can Grow, and Understand

NexGen projects itself as a contact center like no other; specializing in the high touch customer experience. We took NexGen up to task on this and already after 7 months, they have delivered substantial lifts in all key metrics over previous support that we had. We have found a partner that can grow, and understand, our focus to the customer experience.

Director of Customer Care for Global Jewelry Company
Global Jewelry Company

Exceeded My Expectations

I had high expectations for NexGen Agency, but they are consistently exceeded. I thank you for taking such good care of our customers, people, and company.

Vice President, Service Division for Global Consumer Electronics Corporation
Global Consumer Electronics

Call Center Unlike Any Other

I can’t say enough positive things about NexGen. From their family-like atmosphere, to the way they treated their agents, it was really a call center unlike any other we had dealt with. I would HIGHLY recommend them to any other company looking for a change.

VP of Customer Experience for B2B company
B2B Supply Chain Company

Helpful

NexGen was very helpful in identifying areas of improvement in our social media strategy. They proposed new ideas around how to better engage customers and helped develop content towards that effort. They really focused on understanding our brand voice to help ensure all channels were consistent.

Director of Customer Care for Healthcare Company
Healthcare Company

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