Callminer

JULY 16, 2018

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Communication is key.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

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

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Lower Your Average Handle Time to Increase Customer Revenue.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction. Not taking a long term view of your incentive program.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Global Response

OCTOBER 26, 2022

Virtual, or utilizing “at-home” agents. Workforce Management : Meet with the outsourced contact center team responsible for this often-used discipline that analyzes historical information, future forecasts, channel volumes, average handle time, and schedules to determine optimal staffing for a given time period.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Outsource Consultants

JANUARY 13, 2025

This allows agents to seek quick clarifications or support, similar to walking up to a colleague’s desk in a physical office. Focus on key indicators such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and First Call Resolution (FCR).

Call Center 67

Call Center Management Gamification call center software 67