At home agents Management Service level 
CCNG
JULY 27, 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. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency.
Talkdesk
MAY 12, 2020
Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.
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OrecX
MAY 1, 2020
With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. Monitor, Manage & Control. There are several questions you can ask yourself to assess your need to record your at-home agents: 1.
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.
Serenova
AUGUST 23, 2019
Maintaining consistently high levels of customer experience through the ebb and flow of volume is critical for businesses to thrive in any season. Traditionally, when business ramps up, contact centers that could afford to would manage the spikes by engineering for demand. Managing and Training Work-from-Home Agents.
24-7 InTouch
JULY 8, 2020
Contact centers who invested in technology and redundancy processes, such as an established private cloud and VPN architecture, were able to adapt and transition their entire workforces to secure at-home models faster, minimizing further impact to their client program’s service levels during this rapidly changing time. .
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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