Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. Adopt New Management Styles. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

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. Issue a company computer to manage security and software compliance.

At home agents 78

At home agents Coaching Gamification Metrics 78

Outsource Consultants

FEBRUARY 22, 2021

Workforce management to add efficiency across your agent pool. Influence — How Great Managers Create Great Agents. Chances are your call center’s best supervisor was once a very skilled agent. And it makes sense that committed agents often become great supervisors. Generosity. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.

Management 52

Management Schedule adherence Gamification At home agents 52

Calltools

OCTOBER 19, 2022

This year will likely be the same, so contact center managers must prepare for the holiday rush. Train Contact Center Agents. Agents who joined your call center after the last holiday season might not know what to expect in the next couple of months. 87% of contact center agents worked from home in 2021 — up from 19% in 2019.

Contact Center 52

Contact Center Gamification Upselling Scripts 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. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

COPC

MARCH 23, 2020

This means that most organisations have been left ill-equipped to manage the requirement for the rapid deployment of Work-At-Home solutions necessitated by the spread of COVID-19. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support.

At home agents 52

At home agents Consulting Consulting Government 52

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

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

Serenova

JUNE 6, 2019

When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Vistio

MARCH 15, 2022

So I’ll change that question a little bit and ask, specifically talking about contact center agents that now are working from home, what does flexibility look like and how are we as managers or the individuals in charge of a big fleet of contact center agents, how are we gaining control now that we have those people at home?

Gamification 52

Gamification outsourcing Contact Center Technology 52