NICE inContact

APRIL 13, 2016

Do you know which topics or issues come up the most during calls in your contact center? Are customers satisfied with the solutions given by your agents? Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents?

Contact Center 69

Contact Center Management At home agents Coaching 69

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

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

It’s no different in the world of call centers, where AI is already making a splash. Certainly, AI has and continues to be used for contextualizing the massive amounts of data captured by call centers, but it’s starting to go a step further. Virtual, or utilizing “at-home” agents. Internal, or inside your own four walls.

Best practices 203

Best practices Call Center outsourcing Contact Center 203