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.

Best practices 140

Best practices Feedback Call Center Coaching 140

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. 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

Tethr

JULY 6, 2020

Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered. Managers can surface impactful coaching opportunities to help reps reach their goals.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

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. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Aspect

SEPTEMBER 21, 2018

50% of millennial agents said they would be interested in an on-demand job. Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent.

At home agents 78

At home agents Coaching Gamification Metrics 78

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. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working. Nail down at-home agent policies and guidelines.

Call Center 80

Call Center At home agents Management contact center workforce 80

NICE inContact

APRIL 13, 2016

Knowing this information can help you be prepared with better training and coaching that reflects your center’s needs. Are you scheduling the right agents at the right time? This is often a struggle for a number of organizations because many are still using Excel spreadsheets to forecast and extract data for agent scheduling.

Contact Center 69

Contact Center Management At home agents Coaching 69