This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
For the call center industry, it’s becoming apparent that the at-homeagent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.
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 employee engagement.
This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Your HQ or “hub” feeds the decentralized “spokes” of your at-homeagents, with in-person visits typically narrowed around ongoing training or remedial supervision for under-performing team members.
In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-homeagents love the flexibility and convenience of working from home. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.
DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.
Mobility features provide agents with 24/7 access to schedules and self-service capabilities, making it easy for them to view their schedule; sync work schedules with personal online calendars; request time off; view, initiate or accept shift trades; and make or request other schedule modifications (e.g.,
Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score. These incentives can be shared with all your agents and integrated into existing solutions and third-party tools. Lowest AHT. Highest FCR. They should.
At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. Gamification Boosts Engagement and Motivation Gamification transforms routine tasks into engaging challenges. Design your gamification strategy carefully.
Source: DMG Consulting, December 2021. 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. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.
This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations. TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content