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

Pipkins

SEPTEMBER 29, 2017

Proper training and coaching. Some suggest the distractions at home are different from the office, but still exist as a drain on productivity. Businesses need an effective tool for monitoring workers at home. A great training tool. Pipkins is legendary for its suite of scheduling and forecasting tools.

Management 40

Management Coaching At home agents Contact Center 40

Upstream Works

MAY 27, 2021

Another lesson learned from 2020 was how well agents could perform in this environment. This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

DMG Consulting

AUGUST 3, 2020

It also demonstrated that these departments have some amazing capabilities and oversight tools, including IA, which gives companies direct insight into what their agents are doing throughout the business day, something not available to any other departments. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

24-7 InTouch

APRIL 3, 2020

To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses.

At home agents 52

At home agents Contact Center Coaching Morale 52

COPC

MARCH 23, 2020

Companies we saw with poor results from their Work-At-Home operations usually had less effective communication tools and didn’t prioritise communicating with staff”. Scott Rohrer, Global Leader of Work-At-Home Business for TechM, agrees that communication is important. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

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

Companies need to put in place mechanisms and tools that enable them to identify operational obstacles throughout the company that are major impediments to delivering a great CX. 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

With contact center software solutions tracking more information and connecting to more business tools than ever before, executives are looking for a way to use all this data to intelligently optimize staffing. Leveraging intelligent staffing tools like Teleopti help to optimize customer experience, agent retention and efficiency.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. WFM tools that provide complete resource planning visibility and agility are now even more invaluable. WFM: from survive to thrive in 3 easy steps.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

JULY 9, 2021

(For this to happen, contact center supervisors need to be freed from all of the superfluous jobs they are given, such as creating reports and managing the “sick/late” phone line and special projects, so that they can spend their time assisting their agents and customers.).

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Carefully designed work at home policies do little good if your contact center agents can’t access the tools they need to do their job.

Call Center 52

Call Center Contact Center virtual call center At home agents 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. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140