Outsource Consultants

NOVEMBER 17, 2021

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Remote Agent Engagement Can Be a Reality.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

DMG Consulting

APRIL 1, 2021

Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly.

Management 67

Management At home agents Contact Center Self service 67

SharpenCX

JULY 23, 2020

Gartner has found that 86% of executives rank employee engagement and experience as the number one factor in delivering consistent and positive CX. Read Now: 13 Reasons Why Agent Success Matters to Your Customers. onPeak went through a merger and found themselves with employees spread across multiple locations.

Contact Center 101

Contact Center Call Center At home agents Education 101

24-7 InTouch

APRIL 3, 2020

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. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key.

At home agents 52

At home agents Contact Center Coaching Morale 52