DMG Consulting

APRIL 1, 2021

When planning to hire a new group of trainees, managers have to take into account two types of “fall-off” or shrinkage – new hires who don’t show up on day one, and people who don’t make it through the training and onboarding process. These numbers vary by organization, but it’s common to see shrinkage of 20% – 30% on a combined basis.

Management 67

Management At home agents Contact Center Self service 67

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

Outsource Consultants

MARCH 31, 2022

While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, automation, and access to account information. Additionally, once a customer is on the line the agent will have nearly all of the information they need to resolve the issue.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

COPC

OCTOBER 22, 2021

Kyla began her journey at Transcom in 2019 as the Vice President of Account Management in North America before being promoted to her current role in April of 2021. recently spoke with Kyla Starks, Senior Vice President of North American Operations at Transcom. She is responsible for Transcom’s operations in North America. and COPC Inc.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Calltools

OCTOBER 19, 2022

A good script will help agents navigate conversations and reduce errors that extend calls. Your values might include accountability, respect, and customer service. That makes it easier for other agents to identify a customer’s needs. Enhance Agent Experiences. Reflect your company’s values during each call.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Vistio

JULY 27, 2021

It is important that all agents are taken through the same onboarding and training process and given the same time to complete that process. This will help with not only keeping agents accountable but also ensuring that remote agents do not burn out attempting to work excessive overtime. The Onboarding Process.

Contact Center 52

Contact Center At home agents Technology Best practices 52

Babelforce

MARCH 30, 2022

For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones. Once your system is set up, adding new agents is as simple as adding new seats to your account. Lower setup costs.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Pipkins

SEPTEMBER 29, 2017

No more guessing about whether your at-home agent is working – our adherence monitor and performSMART toolkit will provide management with all the tools necessary when it comes to scheduling. Finally, LookingGlass can be the social network needed to keep at home workers from feeling isolated or left out of the loop.

Management 40

Management Coaching At home agents Contact Center 40

Serenova

OCTOBER 7, 2020

Here are seven tips for elevating the call center experience for both your remote call center agents and your customers: 1. Contact center leaders need to account for mental health difficulties during today’s socio-economic challenges.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Callminer

OCTOBER 22, 2019

Choose between dedicated or shared agents. The best call center services offer both dedicated and shared agents. Dedicated agents are assigned only to your account, giving your company their full time and attention. For companies with more general needs, a shared agent might be more appropriate.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140