DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

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

DMG Consulting

AUGUST 3, 2020

IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement. The uses of IA have been expanding inside and outside of contact centers. IA Challenges.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

24-7 InTouch

MAY 1, 2020

Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. But what about at-home or gig workers? Another at-home agent driver is the need to feel a part of the community they work within. ACCESS TO TECHNOLOGY & TOOLS.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

SharpenCX

JULY 23, 2020

Investing in flexible working environments and the tools that support them shows your employees you care about their longevity and well-being. The intentional focus on the needs of your agents is what starts to mend the gaps in the agent experience. And in turn, has a positive effect on your customer’s experience.

Contact Center 101

Contact Center Call Center At home agents Education 101

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

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. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.

Contact Center 77

Contact Center Self service Gamification Enterprise 77