DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Cisco - Contact Center

SEPTEMBER 3, 2020

Companies have learned from past experiences to ensure that their applications and data are hosted in more than one data center, preferably in different cities or countries. The start of 2020 brought a new challenge and opportunity to our contact center service – working from home on a global scale.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Create a training protocol with information that addresses things all at-home agents need. Nail down at-home agent policies and guidelines. Preparation all around.

Call Center 80

Call Center At home agents Management contact center workforce 80

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center? How can the cloud improve customer experience? Scale quickly and easily.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Calltools

MARCH 8, 2023

These providers might also offer an omnichannel cloud-based solution (known as Unified Communication as a Service, or UCaaS), allowing your team to communicate via methods such as video conferencing, enterprise messaging, and presence technology. Another feature of cloud calling is the ability to record calls and store this data in the cloud.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry.

At home agents 52

At home agents Contact Center Coaching Morale 52

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The COPC CX Standard is available in three versions: Contact Centers, Release 7.0. View the live video here. Customer Operations, Release 7.0. My name is Kyla Starks.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

Spearline

FEBRUARY 23, 2022

But that’s not always the case either And, even with our best intentions in asking the agents to be on ethernet, on a good network and in a quiet environment, they can struggle with doing it well enough. With work from home call center agents our main challenge becomes controlling their home environment and network.

Call Center 52

Call Center At home agents voip Call flow 52

Pipkins

SEPTEMBER 29, 2017

With Pipkins’ performSMART products, managers can gauge how well the workers are doing, both in the office and from home, and how long that particular worker spends on each task they perform. Finally, LookingGlass can be the social network needed to keep at home workers from feeling isolated or left out of the loop. Louis, Missouri.

Management 40

Management Coaching At home agents Contact Center 40