CCNG

FEBRUARY 14, 2024

As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. Exploring My Past I’ve worked for some of the biggest brands in the industry. All the companies I worked for had a way for agents to find information and follow processes. We’ve set up buddy systems within agent teams.

Contact Center 195

Contact Center At home agents Coaching Management 195

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. .

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

CustomerServ

MARCH 21, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.

Call Center 118

Call Center Metrics At home agents 118

Talkdesk

SEPTEMBER 10, 2020

In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Outsource Consultants

JUNE 6, 2022

Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus. If your staff is used to company lunches, offering a food delivery or coffee gift card may be a way to keep engagement high during meetings as well.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . Here’s how: Be Prepared for the Travel Industry Restart.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Outsource Consultants

MAY 8, 2020

Here are four industry changes you should expect in the coming months. The traditional call center powerhouses with weak work-at-home solutions are hurting. . As experts theorize that a second COVID-19 wave is possible, even probable, the call center industry will be taking steps to be prepared should a second round of shutdowns occur.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Outsource Consultants

NOVEMBER 9, 2020

A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. And as regions that were once considered pillars of the industry face uncertainty, setting your sights on emerging markets is going to be a key to success in the coming years.

Call Center 119

Call Center Marketing outsourcing Transportation 119

Tethr

JULY 6, 2020

In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. Cloud phone systems can cost as little as $10 per agent per month, according to JustCall, which can work out significantly cheaper than other technologies.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Outsource Consultants

OCTOBER 4, 2021

Here are some common tasks strategic partners can help you tackle: Improve your CX strategy based on real-world, industry-specific experience. Some brands give their contact center agents discretionary allowances each week to dispense to customers as they choose, thrilling customers with unexpected generosity.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. Employees Can Work-at-Home – The Gig Economy is already in full swing in some segments of the contact center industry.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

COPC

MARCH 23, 2020

Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At- Home operations. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

24-7 InTouch

APRIL 3, 2020

Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key.

At home agents 52

At home agents Contact Center Coaching Morale 52

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. FLEXIBLE SCHEDULING. CULTURE CONNECTION THROUGH VIRTUAL COMMUNITIES .

At home agents 52

At home agents Employee engagement Contact Center Technology 52

NICE inContact

APRIL 13, 2016

The same is true of any industry including contact centers. 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? Good luck loosening a single lug nut with your bare hand.

Contact Center 69

Contact Center Management At home agents Coaching 69

OctopusTech

SEPTEMBER 18, 2018

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. e)Agents Extensions. g)Support for Work-at-Home Agents. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

DMG Consulting

APRIL 1, 2021

Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly. While there are still issues, using work-at-home (WAH) agents positions companies to more easily hire the agents they need, which will allow them to implement new-gen WFM concepts.

Management 67

Management At home agents Contact Center Self service 67

24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

BlueOcean

AUGUST 9, 2021

The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. So, with few exceptions, cloud technology will continue to shape the industry over the next year. In fact, many recent developments promise to reshape the landscape of customer service completely.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

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

Outsource Consultants

MARCH 31, 2022

In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. We all know that technology has become an essential part of the contact center industry, but we often forget why. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Serenova

AUGUST 23, 2019

In our recent webinar, Designing Customer Experience for Scalability and Flexibility , with leading contact center industry analyst and No Jitter blogger Sheila McGee-Smith, we share insights on how contact centers can leverage the cloud to achieve the scalability and flexibility required for seasonal business demands.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Pipkins

NOVEMBER 12, 2019

However, for work-at-home agents and those who are willing to trade more hours in a workday for more days off, then Pipkins’ employee scheduling software is what your business needs. The traditional 9-5 is no longer the norm for many industries. Split Shifts. No-Fuss Scheduling.

At home agents 69

At home agents Management 69

pindrop

APRIL 30, 2020

As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. 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.

Contact Center 75

Contact Center Banking Government At home agents 75

Skybridge

JULY 21, 2020

Indeed, entire industries benefit from the quantum advances brought on by unexpected disruptors. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. Unforeseen disruptions can wreak havoc on the processes, practices – and profits – of even the most well established brands. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 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

CustomerServ

DECEMBER 16, 2022

So, what’s in store for 2023 in our beloved BPO industry? BPOs are competing with other BPOs and other industries that offer higher and more robust compensation. We are happy to report that the BPO industry is embracing social and purpose-driven outsourcing more than ever. Here we go…. Onshore cost surge. Cost surges in the U.S.,

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

COPC

OCTOBER 22, 2021

The original Standard was created in 1996 by a group of global industry leaders. Transcom is a global customer experience specialist providing CX advisory, customer care, sales, technical support and collections services through their extensive network of contact centers and work-at-home agents. Customer Operations, Release 7.0.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Altivon

JUNE 13, 2020

Of the contact centers surveyed in 2019, 43% allowed at least some of their agents to work from home, while 57% either had made the firm decision to not offer remote work options at all, were in the process of evaluating remote work, or hadn’t made any moves one way or the other. Insight #7: Call abandonment rates are rising.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

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. The Great Resignation isn’t over , and the trend can be especially tough in a high-turnover industry like contact centers and support centers.

Contact Center 70

Contact Center Management Gamification Surveys 70

Outsource Consultants

JANUARY 13, 2025

Invest in reliable internet connections for your agents to minimize downtime and maintain call quality. Leveraging Cloud-Based Solutions Cloud-based call center software has transformed the industry. It offers flexibility, scalability, and cost-effectiveness that on-premises solutions can’t match.

Call Center 67

Call Center Management Gamification call center software 67

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