Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Working Solutions

DECEMBER 2, 2022

Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.

At home agents 97

At home agents Engineering contact center solutions call center solutions 97

Advantage Communications

JUNE 4, 2019

Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.

At home agents 40

At home agents call center solutions Call Center outsourcing 40

NICE inContact

DECEMBER 9, 2015

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Earned a customer satisfaction score of 93.6%

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Outsource Consultants

NOVEMBER 9, 2020

A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. Choosing the right call center partner and location helps lower costs, increase capacity, and focus on core objectives, like customer service. . What to Look for In Emerging Outsource Markets.

Call Center 119

Call Center Marketing outsourcing Transportation 119

Skybridge

MAY 13, 2020

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. Going forward, it just won’t make sense to make the financial and staffing leaps necessary to be ready for the next normal in their customer care operations. That’s a lot trickier than it sounds.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. Going forward, it just won’t make sense to make the financial and staffing leaps necessary to be ready for the next normal in their customer care operations. That’s a lot trickier than it sounds.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

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

OrecX

MAY 1, 2020

At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. Are your agents offering medical advice?

Management 71

Management voip Telemarketing At home agents 71

24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?

At home agents 52

At home agents Contact Center Coaching Morale 52

NICE inContact

APRIL 13, 2016

Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents? The adaptation of remote and at-home agents is forcing managers and supervisors to change the way they manage.

Contact Center 69

Contact Center Management At home agents Coaching 69

COPC

MARCH 23, 2020

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc. What about Latin America?

At home agents 52

At home agents Consulting Consulting Government 52

Upstream Works

MAY 27, 2021

This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents. Another lesson learned from 2020 was how well agents could perform in this environment. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

Tethr

JULY 22, 2020

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 77

Coaching Call Center At home agents Best practices 77

Outsource Consultants

MARCH 8, 2022

There are hundreds of BPOs across the globe that provide comparable – often superior – customer service at a lower price point. But the most effective way to reduce, or at least maintain, call center costs is to look beyond our borders.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

VocalCom

APRIL 14, 2020

According to Marcello Oliveira da Silva, Head of Regional Operations, “Thanks to the capabilities of the Vocalcom platform, we could implement the WAHA (work-at-home agents) model, preserving the health of our customer service agents.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Eckoh

JUNE 10, 2020

Traditionally contact centers have always had to consider how they keep going in crisis situations because their customers expect to be able to keep in touch and businesses depend on their front line customer service functions. We’ll be looking at: Ways to succeed with reduced agent numbers.

Contact Center 52

Contact Center At home agents Customer Experience Customer Service 52

Advantage Communications

MARCH 12, 2019

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

Contact Center 45

Contact Center At home agents contact center solutions Customer Service 45

SharpenCX

JULY 23, 2020

And, many found an increase in productivity and customer outcomes once sending their teams home in March. Hear what Pedro Reyes, their Director of Customer Service Operations had to say about it: 2. This focus on employees translated to a better agent experience and better metrics for onPeak.

Contact Center 101

Contact Center Call Center At home agents Education 101

Outsource Consultants

NOVEMBER 17, 2021

For BPO providers , with clients expecting seamless and stable service (no excuses), many of these pandemic challenges were tackled in the background, minimizing the impact to clients. Sometimes the most challenging math problem in business is simply the act of counting our blessings.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

BlueOcean

AUGUST 9, 2021

In fact, many recent developments promise to reshape the landscape of customer service completely. In the contact center industry, this technology can help remove any distrust between the consumer and a brand’s customer service. Contact center technologies are certainly in the mix of acceleration.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Global Response

OCTOBER 26, 2022

How much does outsourcing customer service cost? Outsourcing brings many benefits, including the delegation of costly and time-consuming efforts like hiring, training, quality assurance, and staffing, while creating the opportunity to focus your time on customer service strategy, insights, and the performance of your business.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Playvox

SEPTEMBER 2, 2022

Related Article: Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace. Keep More Agents On Board. Related Article: 10 Reasons Why You Should Have a Remote Customer Service Strategy. Make Working Remotely Work For Your Contact Center.

Contact Center 70

Contact Center Management Gamification Surveys 70

Outsource Consultants

JANUARY 13, 2025

At Outsource Consultants, we’ve seen firsthand how companies can thrive with distributed customer service teams. This blog post will explore effective strategies to overcome these hurdles and maximize the potential of your virtual customer support operations.

Call Center 67

Call Center Management Gamification call center software 67

VocalCom

JUNE 22, 2020

Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Calltools

OCTOBER 19, 2022

Escalate complaint calls to the correct team member to improve the customer experience. Your values might include accountability, respect, and customer service. That makes it easier for other agents to identify a customer’s needs. Enhance Agent Experiences.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Vistio

JULY 27, 2021

This is a hybrid work atmosphere where some agents will continue to work remotely while others will move back into physical offices—posing a conundrum for contact center managers. How do you support these two work environments but still achieve excellent customer service? Step 1: Treat Every Agent Equally.

Contact Center 52

Contact Center At home agents Technology Best practices 52

DMG Consulting

APRIL 6, 2022

percent of organizational leaders want contact center and customer service employees to work on-site; 20.7 percent expect them to work at home; and 68 percent are planning for a hybrid staffing model where employees split their time between coming in to the office and staying at home. This chart shows that 11.3

Real estate 62

Real estate Contact Center Enterprise Surveys 62

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. 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.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Outsource Consultants

MARCH 31, 2022

In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. Don’t make it more complicated than it already is.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Babelforce

MARCH 9, 2022

This means you can provide an uninterrupted service to your customer base, no matter what the pandemic throws at your business. Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. Provide self-service options.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

pindrop

APRIL 30, 2020

As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe.

Contact Center 75

Contact Center Banking Government At home agents 75

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. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

MARCH 14, 2018

As Artificial Intelligence and self service merge to allow customers to meet more of their customer service needs on their own, the types of inquiries that require agent assistance are typically more complex and/or urgent. Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40