Outsource Consultants

AUGUST 3, 2020

Failing to meet the new post-COVID standards will compel consumers to switch to competitors ready to serve them. 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.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Taylor Reach Group

NOVEMBER 30, 2018

We already know everything, and besides who has time to read when I am constantly in meetings.” – again, this is a poor mentality for a Contact Center executive. Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc.

Contact Center 111

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

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Create a training protocol with information that addresses things all at-home agents need. Nail down at-home agent policies and guidelines. Preparation all around.

Call Center 80

Call Center At home agents Management contact center workforce 80

DMG Consulting

JULY 5, 2020

Set up a daily communication session between supervisors and each at-home agent. Part of each supervisor’s job should be to keep at-home agents informed of all work-related meetings and to make sure their agents are well. Use internal chat for handling most agent inquiries.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Outsource Consultants

OCTOBER 4, 2021

It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Skybridge

APRIL 21, 2020

It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training. Myth: At-Home Agents Feel Neglected and Become Disengaged. The key is allowing your at-home agents to enjoy the best of both worlds. We would love to talk.

At home agents 52

At home agents Coaching Customer Care Best practices 52

24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?

At home agents 52

At home agents Contact Center Coaching Morale 52

Call Design

MAY 28, 2019

More options in the scheduling process – Agents can feel more engaged when they feel more control over and connection with their work lives. You’ve forecasted the staffing levels to meet your service goals, and you can control the methods you use to fill those staffing levels.

At home agents 60

At home agents Contact Center Self service Surveys 60

Call Design

MAY 28, 2019

More options in the scheduling process – Agents can feel more engaged when they feel more control over and connection with their work lives. You’ve forecasted the staffing levels to meet your service goals, and you can control the methods you use to fill those staffing levels.

At home agents 60

At home agents Contact Center Self service Surveys 60

OctopusTech

SEPTEMBER 18, 2018

A blended call center is one where agents both make and receive calls to meet the demands of strategic dictate. e)Agents Extensions. g)Support for Work-at-Home Agents. As a result, precious time is wasted doing these arduous tasks thereby, affecting the overall productivity of the related call centers.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

24-7 InTouch

MAY 1, 2020

Here are a few ways that leading brands are successfully identifying key engagement drivers and increasing retention, tenure, and work quality to retain and engage the best work-at-home agent talent. Another at-home agent driver is the need to feel a part of the community they work within. FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

COPC

MARCH 23, 2020

“All standard contact centre processes have been virtualised such as eLearning, virtual-side-by-side nesting, remote access, face-to-face coaching via video conferencing, virtual breakrooms, persistent SmartChat and town hall meetings. What sort of an environment do Work-At-Home agents need? At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 52

NICE inContact

MARCH 23, 2016

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If They want to scale up, scale down, they can bring in work-at-home agents and remote agents.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Aspect

JANUARY 12, 2018

Studies show that 95% of agents are only willing to drive up to 30 minutes to work. For more specialized skills, contact centers may need to reach out beyond that current geographic boundary, further stimulating the need for part-time work-at-home agents. Implications for Workforce Management Software.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Playvox

SEPTEMBER 2, 2022

a contact center manager at a fitness company, shares, “We pay well, and we schedule two stand-up meetings daily to maintain face-to-face contact. Related Article: 7 Essentials to Managing Remote Call Center Agents. Agents must meet certain performance standards. Keep More Agents On Board. Leanne Y.,

Contact Center 70

Contact Center Management Gamification Surveys 70

Skybridge

APRIL 13, 2020

They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. Every supervisor will need to lead a consistent, reliable team meeting so every team members has that time to ask questions and share challenges.

Coaching 52

Coaching Customer Care At home agents Call Center 52

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

Serenova

AUGUST 23, 2019

The new, more cost-effective answer to the need for additional staff is work-from-home agents. In the webinar, Shelia shared that when she speaks to businesses that have moved from on-premises contact centers to the cloud, the ability to support at-home agents is often cited among the most important benefits.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

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.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

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. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Global Response

OCTOBER 26, 2022

Virtual, or utilizing “at-home” agents. Workforce Management : Meet with the outsourced contact center team responsible for this often-used discipline that analyzes historical information, future forecasts, channel volumes, average handle time, and schedules to determine optimal staffing for a given time period.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Outsource Consultants

JANUARY 13, 2025

Building Team Unity in a Virtual Environment Consistent Communication Drives Success Regular team meetings form the foundation of remote call centers. Use team meetings to cement relationships, get people talking and provide a space for all-way communication, especially during times of crisis.

Call Center 67

Call Center Management Gamification call center software 67

NICE inContact

NOVEMBER 8, 2018

So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” Is it getting hot in here?

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Talkdesk

DECEMBER 3, 2015

Recruit agents from other departments. If your frontline of call center agents is scrambling to meet the needs of holiday returns callers, recruit them some backup. Ask agents from other departments to field frontline calls. Leverage at-home agents.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

Skybridge

APRIL 24, 2020

If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-home agents, please reach out. We’re all participating in countless online daily meetings and webinars from various zoned off corners of the house in makeshift offices.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

If you’d like to learn more about how Skybridge Americas can help you figure out ways to transition your inbound customer care operation to remote teams of at-home agents, please reach out. We’re all participating in countless online daily meetings and webinars from various zoned off corners of the house in makeshift offices.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

MAY 13, 2020

For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. That’s a band-aid, not a solution.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. That’s a band-aid, not a solution.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

NICE inContact

DECEMBER 9, 2015

Our internal customers struggled to meet their business objectives because of the system’s limited functionality.”. “Our old call center placed a heavy burden on IT because it was so inflexible. Making any type of system change involved weeks of waiting until IT could implement it,” explained Kristina.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

BlueOcean

MARCH 24, 2022

Your technical infrastructure, onboarding and training strategies, workforce management, and company culture need to be optimized for the at-home agent experience in order to deliver for both your customers and your employees.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Outsource Consultants

MARCH 31, 2022

Even if you find a partner who meets your immediate needs, they may not be what you need in the future, thus starting the cycle all over again. By applying our years of experience, we can develop a strategy that meets your unique needs. A knee-jerk reaction to rising call center costs is often to find a new partner.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Babelforce

MARCH 30, 2022

For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones. Once your system is set up, adding new agents is as simple as adding new seats to your account. Lower setup costs.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

SoliCall

NOVEMBER 2, 2023

These enhancements improve the quality of remote meetings. AI-Enhanced Video Conferencing : Video conferencing tools like Zoom incorporate AI features for noise cancellation, auto-transcription, and virtual backgrounds. They provide suggestions for grammar, style, and tone, enhancing the quality of emails and documents.

SaaS 59

SaaS At home agents Technology Personalization 59

Babelforce

MARCH 9, 2022

This means you can meet the demands of your customers quickly as your business expands, without wasting time on installation and setup. Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. Integrate multiple communication channels. Provide self-service options.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

pindrop

APRIL 30, 2020

As if this wasn’t enough of a shock to the system, the volume increase hit just as contact centers had to fundamentally overhaul operations to meet social distancing requirements. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75