DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. This, in turn, drives a better service experience for customers, which improves enterprise profitability and brand.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Tethr

JULY 6, 2020

Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered. Managers can surface impactful coaching opportunities to help reps reach their goals.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

Tethr

MARCH 3, 2020

Your remote agents need to be provided with the best tools and trained on how to use them. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Your management team must be equipped to train and monitor off-premise agents.

Call Center 80

Call Center At home agents Management contact center workforce 80

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. AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. .

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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. 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.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40