Keep Your Call Center At-Home Agents Engaged
Callminer
JULY 15, 2018
It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engaged.
Keep Your Call Center At-Home Agents Engaged
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.
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On-Trend: At-home Agents
Contact Center Pipeline
MAY 22, 2020
You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […].
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Call Center Software Tips for the Best At-Home Agents
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.
Voice Quality Validation for At-Home Agents
Cyara
APRIL 30, 2020
In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. This has been accomplished on impossible time tables.
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Call Center Metrics and KPIs to Measure Performance and Productivity
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. What metrics should call centers and BPOs focus on?
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Contingency Planning With At-Home Agents
Outsource Consultants
MARCH 16, 2020
Call centers across the globe are making the difficult decision to limit or suspend operations in their primary locations. In many cases, simply asking employees to work from home is not as easy as it sounds. They resolved any technical issues years ago, and their agents are used to training and working in a remote environment.
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents.
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The At-Home Agent Model is Here To Stay – What You Need to Know
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.
The Future of Remote Agent Call Centers
Outsource Consultants
NOVEMBER 29, 2021
Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. Call Center Trends for Remote Work in 2022. Agents Are Calling Their Shot.
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4 steps to ensure ‘at home’ agents stay engaged with the call center
Inova Solutions
JANUARY 14, 2020
The benefits are clear and proven for both remote call center agents and the companies they work for. Learn how to keep call centre agents engaged and delivering great customer service in our latest blog. Add new comment.
Call Center Metrics and KPIs to Measure Performance and Productivity
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.
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6 Common Sense Practices to Share with Work-at-Home Agents
Contact Center Pipeline
JANUARY 17, 2018
After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. Whatever the workstyle or workspace, an agent needs to be efficient and productive. While remote work from home is free range, it isn’t a free-for-all. And a few not-so-good ones, too.
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Tips on Training Work-At-Home Agents
Playvox
FEBRUARY 17, 2020
Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.
The Gig Economy: Why At-Home Agents Perfectly Complement Your Outsourced Customer Service
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.
Important post-COVID strategies for the call center
Tethr
JULY 6, 2020
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. The post Important post-COVID strategies for the call center appeared first on Tethr.
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3 Emerging Call Center Markets to Consider in 2021
Outsource Consultants
NOVEMBER 9, 2020
A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. Selecting markets on the rise allows call center leaders to maximize the ROI of their outsourced call centers. Three Emerging Call Center Markets to Watch.
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Work at Home Agents: How the Right Tech Makes it Work
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.
Effectively managing home-based call center agents is possible. Here’s how.
Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.
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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback
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. Letting agents self-evaluate.
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The 3 “I”s to Empower Your Call Center Supervisors in 2021
Outsource Consultants
FEBRUARY 22, 2021
But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.
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From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started
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.
Understanding the call center agent’s network in a WFH world
Spearline
FEBRUARY 23, 2022
As we settle into 2022, it seems like call center agents may continue in their WFH (work from home) mode even beyond the pandemic. This will be done either part time or full time, for some agents or for all of them. Just like the on premise call center, the cloud solution ends up with some new challenges.
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4 Ways to Keep Your Remote Agents Engaged
Outsource Consultants
JUNE 6, 2022
Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.
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5 Benefits of Blended Call Center You Should be Aware of
OctopusTech
SEPTEMBER 18, 2018
Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations. Blended call centers. What is a blended call center?
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What is a Cloud-based Call Center Solution? (And How to Choose the Right One)
Babelforce
MARCH 30, 2022
What does it mean for a call center solution to be in the cloud? And cloud call center solutions offer many benefits to companies that make the switch. To understand what a cloud-based contact center is, we first need to understand what we mean by the cloud. Agents can work remotely via a virtual call center.
The New Trend in Outsourced Call Center Solutions: 6 Ways At-Home-Agents Benefit Your Customer Service
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.
The Rising Risk of Call Center Agent Burnout in the Age of COVID-19
Skybridge
JUNE 10, 2020
For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time.
COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
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.
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7 Strategies for Embracing the Work From Home (WFH) Call Center
Serenova
OCTOBER 7, 2020
Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.
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10 effective tips for training WFH contact center agents
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. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.
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Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry
Outsource Consultants
DECEMBER 14, 2020
What surprised you the most about how the call center industry responded to uncertainty in 2020? In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. At-home work is here to stay, at least in some form.
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5 Reasons You Should Use Cloud Calling in 2023
Calltools
MARCH 8, 2023
The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.
Get Our First E-Book to Help Train Your Remote Agents
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.
Onboard, Train and Engage Remote Agents with Gamification
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.
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Is social engineering damaging your contact center?
Talkdesk
SEPTEMBER 10, 2020
In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security.
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Noise in multi-channel contact centers
SoliCall
AUGUST 9, 2020
Today, some of the legacy call centers are being converted to multi-channel contact centers. In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. Noise removal for at-home agents. Is the noise different? Conclusion.
Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening
Outsource Consultants
AUGUST 3, 2020
So what does that mean for your call center operations? So how can you maximize ROI across your call center operation to prepare for the travel industry’s awakening? In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly.
Top 5 Posts in January
Contact Center Pipeline
JANUARY 31, 2018
It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. 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 […].
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5 Ways to Find On-Demand Agents
Working Solutions
DECEMBER 2, 2022
Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
The Help You Need Today
Aspect
MARCH 26, 2020
A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Learn more about the webinar series and register here.
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10 Tips for Handling the Holiday Returns Rush in Your Call Center
Talkdesk
DECEMBER 3, 2015
A new wave of callers surely already hit your call center – the holiday returns callers. Recruit agents from other departments. If your frontline of call center agents is scrambling to meet the needs of holiday returns callers, recruit them some backup. Leverage at-home agents. Congratulations!
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The role of quality inside the home-based coaching and agent relationship
Tethr
JULY 22, 2020
When it comes to call center leaders and their teams, is quality weaved throughout the relationship? That being said, high standards are especially critical when it comes to the team who is having conversations with the customers on a regular basis—your call center agents.
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Rising Wages and the Contact Center Industry
Outsource Consultants
MARCH 8, 2022
Of course, there are still price differences among domestic BPOs due to factors such as location and call center size, so there are opportunities to minimize the financial impact. But the most effective way to reduce, or at least maintain, call center costs is to look beyond our borders.
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