Callminer

JULY 16, 2018

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Use gamification.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

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. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

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 Call Monitoring and Speech Analytics metrics.

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

Outsource Consultants

JANUARY 13, 2025

As your team grows more confident and skilled through these training strategies, you’ll observe improvements in key performance metrics and customer satisfaction scores. This allows agents to seek quick clarifications or support, similar to walking up to a colleague’s desk in a physical office.

Call Center 67

Call Center Management Gamification call center software 67

Playvox

SEPTEMBER 2, 2022

Anyone not performing to satisfaction will be required to report to the office five days per week until metrics are maintained.” Agents must meet certain performance standards. Related Article: Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace.

Contact Center 70

Contact Center Management Gamification Surveys 70