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

Contact Center Pipeline

JUNE 10, 2020

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). I thought there was only one, really. The timing of that column was totally serendipitous.

Contact Center 241

Contact Center At home agents Call Center Management 241

LiveVox

MARCH 23, 2020

Evolving to an At-Home Agent Experience While many contact centers rely on traditional office setups, as the effects of the COVID-19 pandemic develop and we all work together to slow the virus’ spread through social distancing, there could be an effect on how you coordinate your agents.

At home agents 54

At home agents Contact Center 54

TCN

MAY 21, 2021

Before we get too far into our call center tips for at-home agents, I’d first. The post Call Center Software Tips for the Best At-Home Agents appeared first on TCN.

At home agents 52

At home agents call center software Call Center 52

Playvox

AUGUST 11, 2021

Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show.

At home agents 98

At home agents Management 98

DMG Consulting

MAY 14, 2018

Question: What are some best practices for at-home agents? Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Motivate, engage, recognize and reward agents for performance-driven achievements.

At home agents 48

At home agents Best practices Analytics Contact Center 48

Contact Center Pipeline

JANUARY 31, 2018

A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […]. It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January.

At home agents 182

At home agents Contact Center Accountability Call Center 182

LiveVox

APRIL 27, 2020

Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU Our workforce optimization experts share pointers for how to score as many calls as possible in a distributed setting using automation. The post Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU appeared first on Livevox.

At home agents 53

At home agents Analytics 53

LiveVox

APRIL 15, 2020

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed. For a successful switch, focus on the core elements that.

At home agents 52

At home agents Contact Center 52

Advantage Communications

SEPTEMBER 23, 2019

In fact, some innovative outsourced call centers, such as Advantage Communications , are making the most of stay-at-home agents to enhance the world-class customer service they are providing on behalf of their clients.

At home agents 49

At home agents outsourcing Customer Service Call Center 49

Insite Managed Solutions

NOVEMBER 14, 2018

Are Work at Home Agents Much Happier? Many people believe that working at home will make them much happier as the convenience is second to none. However, there are several challenges agents face in the work at home environment which could significantly offset the perks of working at home: Lack of Leadership.

At home agents 40

At home agents Technology 40

Playvox

FEBRUARY 17, 2020

Agents who work from home present different benefits and challenges for call centers. Remote agents can miss out on this opportunity and experience. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor.

At home agents 52

At home agents Call Center Management 52

Eckoh

AUGUST 16, 2018

How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer.

At home agents 40

At home agents 40

Natalie Petouhof

FEBRUARY 16, 2016

In addition to Internal and PSTN call recording, RECITE has the unique ability to record calls from remote users and at-home agents and from a mobile device via the Allworx Reach™ client,” said Chard Johnston, VP of Product Management at Numonix.

At home agents 58

At home agents voip Telecommunications Enterprise 58

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

At home agents 147

At home agents Contact Center Technology Management 147

Inova Solutions

JANUARY 14, 2020

Learn how to keep call centre agents engaged and delivering great customer service in our latest blog. Tags: wallboards remote agents Contact Center Agents contact centre solutions Read more about 4 steps to ensure ‘at home’ agents stay engaged with the call center. Add new comment.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

Playvox

FEBRUARY 6, 2020

Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress.

At home agents 52

At home agents Call Center Technology Management 52

CustomerServ

MARCH 21, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.

Call Center 118

Call Center Metrics At home agents 118

EPIC Connections

SEPTEMBER 27, 2017

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. Selecting the Appropriate Technology.

At home agents 35

At home agents SaaS Education Contact Center 35

Concentrix

OCTOBER 9, 2020

Our security solutions for work-at-home agents won recognition in. Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. This online event, held in conjunction with Arcet Global, celebrates the most customer-centric organizations across North America.

Customer Service 115

Customer Service At home agents Customer centricity Management 115

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Outsource Consultants

JUNE 6, 2022

Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus. If your staff is used to company lunches, offering a food delivery or coffee gift card may be a way to keep engagement high during meetings as well.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Aspect

MARCH 26, 2020

We recently reached out to let customers know about Aspect’s upcoming webinar series, Guide to a Resilient Contact Center , focused on helping current Aspect customers align many of the systems and capabilities already in place to enable and manage an at-home agent workforce. Learn more about the webinar series and register here.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Concentrix

OCTOBER 19, 2020

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

Customer Experience 106

Customer Experience At home agents Management Technology 106

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Outsource Consultants

NOVEMBER 29, 2021

This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Your HQ or “hub” feeds the decentralized “spokes” of your at-home agents, with in-person visits typically narrowed around ongoing training or remedial supervision for under-performing team members.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Working Solutions

DECEMBER 2, 2022

Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.

At home agents 97

At home agents Engineering contact center solutions call center solutions 97

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Vistio

DECEMBER 5, 2024

It enables agents to practice handling tough customer interactions whenever they have a few minutes to spare. Between calls, during slow shifts, or even at home, agents can fine-tune their skills without the need for scheduled training sessions. Take ServiceSim, for example.

At home agents 52

At home agents Contact Center Best practices Feedback 52

CCNG

FEBRUARY 14, 2024

We’ve set up video conferencing rooms to communicate with new agents and others so that while they were on a customer call, one of our special SMEs could help them. We’ve set up buddy systems within agent teams. And in most of my organizations, agents were on waiting lists for these types of programs.

Contact Center 195

Contact Center At home agents Coaching Management 195

Talkdesk

SEPTEMBER 10, 2020

This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Advantage Communications

JUNE 4, 2019

Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.

At home agents 40

At home agents call center solutions Call Center outsourcing 40

DMG Consulting

JANUARY 29, 2021

Supervisors can receive critical real-time notifications and alerts, gain vital insight into the real-time adherence of on-site and work-at-home agents, and make schedule modifications for employees directly from a mobile device. . Mobility enables administrators to support contact center personnel and applications remotely.

Gamification 101

Gamification At home agents Self service Contact Center 101

The Call Center School

MAY 28, 2020

With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”. Remote work isn’t the future. It’s the present. This free guide will help you get started with remote training.

At home agents 80

At home agents Call Center Technology 80

Contact Center Pipeline

AUGUST 25, 2020

When you think of working from home, several benefits come to mind. And, if you usually eat out for lunch, you can save money by eating home-cooked meals. Working from home can also improve one’s work-life balance and help reduce the […]. The savings in both time and money to commute back and forth to work.

At home agents 232

At home agents Contact Center Call Center Management 232

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Create a training protocol with information that addresses things all at-home agents need. Nail down at-home agent policies and guidelines. Preparation all around.

Call Center 80

Call Center At home agents Management contact center workforce 80