DMG Consulting

MARCH 2, 2021

Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. These solutions provide a framework for operationalizing and incentivizing KPI-based achievements using the metrics that matter most to the contact center and the enterprise.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Tethr

JULY 6, 2020

Here are some areas contact centers are giving a little extra attention to after dealing with the side effects of the illness that shook up the whole world. In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. A real strategy for sudden increased call volumes.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

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

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

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry.

At home agents 52

At home agents Contact Center Coaching Morale 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working. Nail down at-home agent policies and guidelines.

Call Center 80

Call Center At home agents Management contact center workforce 80

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

AUGUST 3, 2020

Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. The pandemic has changed contact centers in what is hopefully a lasting way. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

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. Turning a Contact Center into a Profit Center. Call Center Supervisor Mind Map. Call Center Quality.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

OCTOBER 7, 2020

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. Now as many as 80 percent of call center agents are currently working from home. Maintain team culture.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

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