CCNG

FEBRUARY 14, 2024

Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. Creative Strategies My organizations have set up SME teams utilizing special chat rooms to help both new and veteran agents get the answer faster or help with a process. We’ve set up buddy systems within agent teams.

Contact Center 195

Contact Center At home agents Coaching Management 195

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

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