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.
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.
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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.
BlueOcean
MARCH 24, 2022
Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. And from an employer perspective, many candidates in the labor market are looking for at-home opportunities.
Taylor Reach Group
JUNE 20, 2017
This can be great when it works, but even as the 2016 Live Chat Benchmark Report states, agents are handling more chats as time continues – what you’re doing is placing a demand on that agent. Regardless of how many they have open, they can really only chat one at a time. Wait-Time on the Phone Vs. Chat.
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