At home agents Coaching Management 
Tethr
JULY 22, 2020
Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.
CCNG
FEBRUARY 14, 2024
Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. My recruiting and training departments were struggling to get enough people sourced, recruited, hired, onboarded, and trained so the new agents could move into nesting and then onto the operational floor.
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NICE inContact
APRIL 13, 2016
Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?
Tethr
MARCH 3, 2020
Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. After all, management must also adapt to a new landscape. Learning how to train, manage and motivate agents is challenging. Nail down at-home agent policies and guidelines.
Skybridge
APRIL 13, 2020
In today’s post, I’d like to highlight how your coaching process will need to change. Strong, Confident Leaders — Now more than ever, you’ll need managers who are either experienced at managing remote employees – or confident enough in their leadership skills to not be driven by ego. They have to be planned.
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. Be sure your management team is also equipped to train and monitor off-premise agents.
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. Issue a company computer to manage security and software compliance.
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