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Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-homeagents has renewed interest in employee empowerment tools. The benefits of gamification solutions go far beyond the crucial need to enhance employeeengagement.
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-homeagents. However, knowing how to deliver feedback can be tricky.
IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employeeengagement.
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-homeagent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.
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-homeagents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?
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.
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