Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Define strategies to support the launch or new work at home agents.

At home agents 78

At home agents Coaching Gamification Metrics 78

Outsource Consultants

FEBRUARY 22, 2021

Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score. These incentives can be shared with all your agents and integrated into existing solutions and third-party tools. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

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. Implement Gamification Dashboards.

Contact Center 52

Contact Center Gamification Upselling Scripts 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

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

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. But also try other tactics like gamification — for training or just for fun. You can use a tool like Kahoot!

Contact Center 70

Contact Center Management Gamification Surveys 70

DMG Consulting

JANUARY 10, 2022

Gamification applications are identifying and rewarding agents for the outstanding job they do while keeping them tuned in to their department and co-workers, whether they work from home or in the office.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Related Posts. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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

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

Vistio

MARCH 15, 2022

Having more gamification, having more activity and engagement in this, that’s really critical in today’s workforce. Interesting you talk about gamification. I think sometimes what I’m seeing in the industry is that people are wanting to move away from gamification.

Gamification 52

Gamification outsourcing Contact Center Technology 52