24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?

At home agents 52

At home agents Contact Center Coaching Morale 52

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

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. Employee and agent feedback should be a two-way street.

Best practices 140

Best practices Feedback Call Center Coaching 140

Pipkins

SEPTEMBER 29, 2017

Jim Reidy spoke about telecommuting at the Society for Human Resource Management’s 2016 Employment Law & Legislative Conference in Washington, D.C. Proper training and coaching. Some suggest the distractions at home are different from the office, but still exist as a drain on productivity. Proper scheduling.

Management 40

Management Coaching At home agents Contact Center 40

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. Conference Topics vs Company Priorities. Conference Chatter. Call Center Coaching Can Lead to Attrition.

Contact Center 40

Contact Center Technology Gamification call center workforce 40