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

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

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

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

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

DMG Consulting

AUGUST 3, 2020

IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis. The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Skybridge

APRIL 13, 2020

They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. To meet the challenge, you need a team that is engaged and capable of delivering superior customer experience – all while working from home.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Serenova

AUGUST 23, 2019

In the webinar, Shelia shared that when she speaks to businesses that have moved from on-premises contact centers to the cloud, the ability to support at-home agents is often cited among the most important benefits. With the cloud, supervisors can give feedback to agents regardless of their location.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. certification status for its work-at-home operation in 2019. Organizations like Transcom rely on COPC Inc. The results are there.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

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. If your call center does not promote from within or provide educational and development opportunities, they’re not fully engaging your agents. Ask for feedback and show how you use it.

Customer Care 52

Customer Care At home agents Call Center Education 52

Outsource Consultants

JANUARY 13, 2025

This approach helps agents practice real-world scenarios and receive immediate feedback. Create Comprehensive Documentation and Knowledge Bases A centralized knowledge base serves as a one-stop-shop for all information agents need. Live video sessions enhance training with role-playing exercises and Q&A opportunities.

Call Center 67

Call Center Management Gamification call center software 67

Calltools

OCTOBER 19, 2022

Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Enhance Agent Experiences. An agent’s work experiences during the holiday season will likely influence their mood, motivation, and productivity.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

DMG Consulting

JULY 9, 2021

Contact centers should develop a supervisory training class that provides instruction in how to coach agents. This course should provide best practices for delivering a continuous flow of feedback to agents independent of where they work.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

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.” Provide continuous, individual feedback. Leaderboards are great, but nothing can replace 1:1 feedback.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Insite Managed Solutions

MAY 23, 2013

Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts. Jenine Kent. 2018-10-03T15:02:59+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

JUNE 6, 2019

Not only does it mean better CX, but it creates a more meaningful and rewarding work experience for the agent, which keeps agents engaged and productive. Support and Collaboration of Remote Agents. The group also had questions related to support and collaboration for remote contact center agents.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

NICE inContact

FEBRUARY 16, 2016

As long as you set clear productivity goals and are engaged as a manager (being careful not to micromanage), and provide regular feedback, remote workers tend to be more productive than counterparts in an office equally full of distractions.

Transportation 48

Transportation At home agents Technology Feedback 48

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