OrecX

MAY 1, 2020

Some vendors make it difficult or even impossible to share your recordings with an analytics solution, restricting your ability to get the most out of your interactions. You want full control of/access to your recordings so they can be shared with the best 3rd party AI vendors for customer experience and speech analytics. Key Features.

Management 71

Management voip Telemarketing At home agents 71

Tethr

JULY 22, 2020

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 77

Coaching Call Center At home agents Best practices 77

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

NICE inContact

APRIL 13, 2016

Are customers satisfied with the solutions given by your agents? Speech and desktop analytics dramatically improves a contact center’s ability to uncover insights, identify key issues and complaints, prevent high-impact incidents and handle customer interactions more effectively and efficiently.

Contact Center 69

Contact Center Management At home agents Coaching 69

OctopusTech

SEPTEMBER 18, 2018

c)Live Reporting and Analytics. e)Agents Extensions. g)Support for Work-at-Home Agents. Apart from offering the blend of their inbound and outbound campaigns, blended call centers also come with a wide range of features such as-. a)Intelligent Dialer Function. b)Call Barge-In. d)Call Recording. f)Call Transfer.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Serenova

AUGUST 23, 2019

The new, more cost-effective answer to the need for additional staff is work-from-home agents. In the webinar, Shelia shared that when she speaks to businesses that have moved from on-premises contact centers to the cloud, the ability to support at-home agents is often cited among the most important benefits.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

DMG Consulting

JANUARY 10, 2022

This includes the use of customer journey analytics, a relatively new concept and application to capture and provide the insights that companies need to identify the bottlenecks that disrupt the service experience. Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

COPC

MARCH 23, 2020

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc. What about Latin America?

At home agents 52

At home agents Consulting Consulting Government 52

BlueOcean

AUGUST 9, 2021

Contact Center Data Analytics. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Other areas of customer experience data analytics are likely to continue growing in use and popularity in many contact centers.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Outsource Consultants

JANUARY 13, 2025

A good cloud solution should streamline your operations and provide a seamless experience for both your agents and customers. Implementing Robust Reporting and Analytics Effective management of a remote call center requires access to real-time data and analytics.

Call Center 67

Call Center Management Gamification call center software 67

LiveVox

APRIL 23, 2020

Understanding your remote workforce: The most important metrics to look at You’ve set up at-home agents. So, you’ve taken the plunge, and, like many other contact centers, you’ve got your agents set up to work from home.

Metrics 54

Metrics At home agents Contact Center Analytics 54

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

MARCH 14, 2018

When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%). Talent Priority #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Insite Managed Solutions

MAY 23, 2013

Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

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. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

Callminer

OCTOBER 22, 2019

Predictive analytics, the ability to determine which customers are most likely to buy, for example, is becoming a powerful use case for AI in the call center industry. It can also be used to hold agents accountable for their performance and flag agents that might require additional training or correction.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.

At home agents 76

At home agents Gamification Call Center Consulting 76