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.

At home agents 190

At home agents Contact Center Call Center 190

Inova Solutions

JANUARY 14, 2020

Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for. Add new comment.

At home agents 40

At home agents Call Center Contact Center Customer Service 40

Outsource Consultants

MARCH 8, 2022

No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners. Aside from just wage inflation, recruiting cost increases and benefits additions have put a major strain on the margins of domestic contact centers.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

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. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

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. The post Is social engineering damaging your contact center?

Engineering 109

Engineering Contact Center At home agents Call Center 109

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. A real strategy for sudden increased call volumes. Continuous training for “what if” instances.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

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. These organizations, however, were the outliers.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

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?

Contact Center 52

Contact Center At home agents Call Center Technology 52

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. Call volume was up 41% in the five days from Thanksgiving to Cyber Monday last year as customers flooded phone lines with inquiries, requests, and complaints. Follow these nine holiday contact center tips!

Contact Center 52

Contact Center Gamification Upselling Scripts 52

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.

Best practices 140

Best practices Feedback Call Center Coaching 140

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.

Call Center 80

Call Center At home agents Management contact center workforce 80

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. Keep More Agents On Board. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. It’s time for this to translate into lasting improved treatment for contact center employees.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center? How can the cloud improve customer experience? Scale quickly and easily.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

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. And many agents prefer working remotely.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Cisco - Contact Center

SEPTEMBER 3, 2020

Companies have learned from past experiences to ensure that their applications and data are hosted in more than one data center, preferably in different cities or countries. The start of 2020 brought a new challenge and opportunity to our contact center service – working from home on a global scale.

Contact Center 98

Contact Center Telecommunications Wireless At home agents 98

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Not staying current on new technologies impacting Call and Contact Center operations.

Contact Center 111

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

Outsource Consultants

JUNE 6, 2022

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. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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. Hiring the Right Agents.

At home agents 35

At home agents SaaS Education Contact Center 35

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center At home agents Education 101

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 […].

At home agents 182

At home agents Contact Center Accountability Call Center 182

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.

Call Center 52

Call Center At home agents Call flow voip 52

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.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

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?

Call Center 74

Call Center At home agents Interactive Voice Response Analytics 74

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.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? This is not the case.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

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.

At home agents 40

At home agents call center solutions Call Center outsourcing 40

Aspect

MARCH 26, 2020

Inundated with Inbound Calls. 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. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

VocalCom

APRIL 14, 2020

While face-to-face agencies are closing, contact centers are vulnerable at this time, and companies must find swift solutions for ensuring business continuity without jeopardizing their staff. Their contact centers are comprised of 600 agents providing omnichannel support for their core services as well as commercial services.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center .

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

NICE inContact

NOVEMBER 8, 2018

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. Is it getting hot in here? It’s worth thinking about.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Chat is one of many tools in the Contact Center arsenal and we need to understand where it can work best and why. .

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Skybridge

MAY 10, 2022

In the earliest months of the pandemic, most customer contact centers were scrambling to react and struggling to keep up with call volumes, customer fears, and the astronomical rise of agent attrition. Hiring models for high-performing at-home agents and supervisors had long been developed.

At home agents 52

At home agents Customer Care Contact Center Engineering 52