DMG Consulting

JULY 5, 2020

While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

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

NICE inContact

APRIL 13, 2016

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? The adaptation of remote and at-home agents is forcing managers and supervisors to change the way they manage.

Contact Center 69

Contact Center Management At home agents Coaching 69

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

APRIL 20, 2020

But one thing that is not being questioned is the benefit of having a CCaaS solution and other contact center applications such as recording, workforce management (WFM) and quality management (QM), operating in the cloud as they have enabled the transition of agents, supervisors, managers, WFM administrators, QM specialists and business analysts from (..)

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Serenova

JUNE 6, 2019

The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Click here for resources on best practices and solutions to help.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40