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.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

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.

At home agents 52

At home agents Call Center Management 52

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.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

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.

Call Center 76

Call Center Gamification Coaching Morale 76

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.

At home agents 52

At home agents Call Center Technology Management 52

OrecX

MAY 1, 2020

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. Monitor, Manage & Control. Are your agents processing orders with credit cards? VPN support.

Management 71

Management voip Telemarketing At home agents 71

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.

At home agents 35

At home agents SaaS Education Contact Center 35

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

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

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.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

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.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

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.

Coaching 77

Coaching Call Center At home agents Best practices 77

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. Adopt New Management Styles.

Contact Center 70

Contact Center Management Gamification Surveys 70

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

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.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Contact Center Pipeline

AUGUST 25, 2020

When you think of working from home, several benefits come to mind. And, if you usually eat out for lunch, you can save money by eating home-cooked meals. Working from home can also improve one’s work-life balance and help reduce the […]. The savings in both time and money to commute back and forth to work.

At home agents 232

At home agents Contact Center Call Center Management 232

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

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

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

Outsource Consultants

NOVEMBER 17, 2021

From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. Recent years have seen massive investment in infrastructure and training in the African outsource call center market. Give Thanks: BPO Providers are Resilient.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Aspect

JANUARY 12, 2018

Studies show that 95% of agents are only willing to drive up to 30 minutes to work. For more specialized skills, contact centers may need to reach out beyond that current geographic boundary, further stimulating the need for part-time work-at-home agents. Implications for Workforce Management Software.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. VOIP made it possible to answer a call anywhere in the world.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

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 . Remote Human Management.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

NICE inContact

DECEMBER 9, 2015

Quick and simple access to live call statistics. Our old call center placed a heavy burden on IT because it was so inflexible. We had a lot of changes on the roadmap, and we needed a solution that was stable, flexible, and scalable for our call center,” Kristina noted. Seasonal Call Volumes Demand Scalability.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Aspect

SEPTEMBER 21, 2018

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. Define the Home Office. Ensure the location is secure. Issue noise cancelling headsets.

At home agents 78

At home agents Coaching Gamification Metrics 78

Skybridge

APRIL 21, 2020

In fact, according to a comprehensive, two-year study conducted by a Stanford professor, of a 16,000 employee travel agency, found a 12% increase in performance among call center employees, a 50% improvement in employee attrition, and consistently self-reported higher job satisfaction among those workers. We would love to talk.

At home agents 52

At home agents Coaching Customer Care Best practices 52

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? Virtual, or utilizing “at-home” agents.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Skybridge

APRIL 13, 2020

In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. Strong, Confident Leaders — Now more than ever, you’ll need managers who are either experienced at managing remote employees – or confident enough in their leadership skills to not be driven by ego.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Calltools

OCTOBER 19, 2022

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. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Free lunch.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Outsource Consultants

MAY 8, 2020

COVID-19 makes it nearly impossible to predict the future demands of call center organizations. The traditional call center powerhouses with weak work-at-home solutions are hurting. . The Philippines lockdown has disrupted 50% of all center services in the country. . Biggest BPO Players Hit the Bench.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below.

At home agents 52

At home agents Wireless Government Contact Center 52

pindrop

APRIL 30, 2020

In this report, we have collected data, observation and learnings from systems and customers to outline five insights on how COVID-19 has impacted contact centers, and how they should protect themselves against what’s coming next to manage through these uncertain times. . INSIGHT 1: THE EARLY SYMPTOM – BROKERAGES AND CALL VOLUME.

Contact Center 75

Contact Center Banking Government At home agents 75

Skybridge

JUNE 1, 2020

Multiple studies over the course of many years have shown that employees are happier about their jobs when they’re able to work from home. This is something we observe on calls every day – and something our agents tell us. When call center agents work from home, they’re happier and more engaged on every call.

Customer Care 52

Customer Care At home agents Call Center Education 52

DMG Consulting

JANUARY 10, 2022

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon. Source: DMG Consulting, December 2021.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

VocalCom

APRIL 14, 2020

Their contact centers are comprised of 600 agents providing omnichannel support for their core services as well as commercial services. Altogether, SABESP agents manage more than 800,000 interactions via phone and 7,000 interactions via other channels.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Skybridge

MAY 13, 2020

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. While many outsourcers can say today that they staff at-home agents, the truth is, many of those companies cobbled together a temporary at-home strategy to deal with COVID-19. Those differences matter.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52