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. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Coaching requires interactive tools and discipline.

At home agents 78

At home agents Coaching Gamification Metrics 78

Outsource Consultants

FEBRUARY 22, 2021

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work.

Call Center 76

Call Center Gamification Coaching Morale 76

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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

Gamification applications are identifying and rewarding agents for the outstanding job they do while keeping them tuned in to their department and co-workers, whether they work from home or in the office.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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