At home agents Management Quality management 
NICE inContact
APRIL 13, 2016
Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Do you know which agents are performing better than others?
DMG Consulting
JULY 5, 2020
While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. working space, security, and more.
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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.
DMG Consulting
AUGUST 3, 2020
This allows companies to include IA findings in their enterprise performance management dashboards and is helping to establish IA as a mission-critical tool at the enterprise level. . The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents. IA Challenges.
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.
CSM Magazine
JANUARY 27, 2021
These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.
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.
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