SharpenCX

JULY 23, 2020

Read Now: 13 Reasons Why Agent Success Matters to Your Customers. We saw this firsthand with one of our customers, onPeak , a Chicago-based company that provides accommodations for the events industry. 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

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

NICE inContact

MARCH 23, 2016

They want to scale up, scale down, they can bring in work-at-home agents and remote agents. As people want to leverage new technologies out there and new deployment models, they’re looking for flexibility of uses. Learn how you can achieve your business goals with inContact.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Skybridge

APRIL 15, 2020

If you would like to know more about how Skybridge Americas can help you transition your call center from an on-site operation to one that is fully staffed with at-home agents, please reach out. We hear of many firms that are questioning their viability post-pandemic, including those in the travel, hospitality, and events industries.

At home agents 52

At home agents Call Center Customer Care Marketing 52

Outsource Consultants

MARCH 31, 2022

In the event of an expected increase in calls, working with your team and BPO partner is vital. The more information you give to your customers, the less likely they will be to call you confused or frustrated and the fewer agents you will need. Events can be planned for even when they are unexpected.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Skybridge

JUNE 1, 2020

Multiple studies over the course of many years have shown that employees are happier about their jobs when they’re able to work from home. When your agents work from home, the heavy burden for establishing this sense of teamwork falls on the shoulders of your supervisors. No last minute prep for the office, no commuting hassles.

Customer Care 52

Customer Care At home agents Call Center Education 52

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. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk.

Management 52

Management Schedule adherence Gamification At home agents 52

Outsource Consultants

JANUARY 13, 2025

Establish backup systems and disaster recovery protocols to ensure business continuity in case of technical failures or unexpected events. This includes regular data backups, redundant systems, and clear procedures for agents to follow during outages.

Call Center 67

Call Center Management Gamification call center software 67

pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

Cisco - Contact Center

SEPTEMBER 3, 2020

Until recently, when we talked about business continuity planning (BCP), the focus had mainly been to prepare for major unforeseen events happening in parts of the world. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Related Posts. Jenine Kent. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Support and Collaboration of Remote Agents.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

DMG Consulting

SEPTEMBER 20, 2021

Contact centers and service organizations have responded with amazing agility, professionalism, and grace in the face of great adversity, evidenced by the speed and success of contact center leaders’ efforts to move thousands of employees out of the office to work at home, in a matter of days.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. As a result, margins run thin and are often impacted by exogenous events.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

Callminer

OCTOBER 22, 2019

Industry events are a great way to meet new people in the call center industry. Some cities have networking events as well so you can meet with customer service managers in your own city!” Virtual, or utilizing “at-home” agents. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Skybridge

APRIL 29, 2020

External challenges, like weather events or labor market issues are another. Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

External challenges, like weather events or labor market issues are another. Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52