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. Coaching requires interactive tools and discipline.

At home agents 78

At home agents Coaching Gamification Metrics 78

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 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. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

Upstream Works

MAY 27, 2021

Another lesson learned from 2020 was how well agents could perform in this environment. This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Skybridge

MARCH 25, 2020

Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. At Skybridge Americas, we have been overseeing high performance teams of at-home agents for years.

Technology 52

Technology At home agents Customer Care Coaching 52

COPC

MARCH 23, 2020

Scott Rohrer, Global Leader of Work-At-Home Business for TechM, agrees that communication is important. All standard contact centre processes have been virtualised such as eLearning, virtual-side-by-side nesting, remote access, face-to-face coaching via video conferencing, virtual breakrooms, persistent SmartChat and town hall meetings.

At home agents 52

At home agents Consulting Consulting Government 52

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

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

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work.

Call Center 76

Call Center Gamification Coaching Morale 76

DMG Consulting

AUGUST 3, 2020

AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. . The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Pipkins

SEPTEMBER 29, 2017

Proper training and coaching. Some suggest the distractions at home are different from the office, but still exist as a drain on productivity. No more guessing about whether your at-home agent is working – our adherence monitor and performSMART toolkit will provide management with all the tools necessary when it comes to scheduling.

Management 40

Management Coaching At home agents Contact Center 40

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

MARCH 14, 2018

This shift in issue depth requires a new level of training and better real-time information to empower agents to resolve customer issues using critical thinking skills. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

DMG Consulting

JANUARY 10, 2022

The new generation of workforce management software is giving employees options for when and where they work and empowering agents to balance their personal and professional responsibilities by themselves, without having to ask for permission.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

JULY 9, 2021

These include applications that automatically identify agent performance trends and opportunities and alert supervisors in real time when help is needed. Contact centers should develop a supervisory training class that provides instruction in how to coach agents.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Serenova

JUNE 6, 2019

Not only does it mean better CX, but it creates a more meaningful and rewarding work experience for the agent, which keeps agents engaged and productive. Support and Collaboration of Remote Agents. The group also had questions related to support and collaboration for remote contact center agents.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Be sure to communicate that coaching is a tool to identify where they need help, give them the resources they need, and make them more successful.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Call Center Coaching Can Lead to Attrition. Related Posts. Jenine Kent. 2018-10-03T15:02:59+00:00. Nicola Behr. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. However, these natural office occurrences don’t “just happen.”

Coaching 52

Coaching Customer Care At home agents Call Center 52