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

SharpenCX

JULY 23, 2020

Agent job satisfaction is central to your other primary metrics in your call center. AX is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It has potential to drive everything else.

Contact Center 101

Contact Center Call Center At home agents Education 101

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. With a global team of 1,000 agents who handle more than 5.5

Best practices 140

Best practices Feedback Call Center Coaching 140

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

VocalCom

JUNE 22, 2020

Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Outsource Consultants

FEBRUARY 22, 2021

Call centers that can deploy at-home incentives have a huge advantage over BPO providers that are handcuffed to email or phone to develop their agents’ skills. Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score.

Call Center 76

Call Center Gamification Coaching Morale 76

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

Global Response

OCTOBER 26, 2022

Virtual, or utilizing “at-home” agents. Call Center KPIs: The outsourced contact center partner should be able to explain how they calibrate performance through the monitoring and analysis of specific integral key performance indicators (KPI) and metrics. External, or hosted inside a building managed by your partner.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

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

pindrop

APRIL 30, 2020

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. 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

Talkdesk

MARCH 14, 2018

To assist with agent training Talkdesk provides call recording and call monitoring functionality so supervisors can more effectively coach agents as well as comprehensive agent metrics to help supervisors identify patterns in top performers so they can replicate their success across the team.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. 2017 Key Metric Success. Related Posts. Jenine Kent. 2018-10-03T15:02:59+00:00. Common Knowledge Base Pitfalls. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

JUNE 6, 2019

Not only does it mean better CX, but it creates a more meaningful and rewarding work experience for the agent, which keeps agents engaged and productive. Support and Collaboration of Remote Agents. The group also had questions related to support and collaboration for remote contact center agents.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Serenova

OCTOBER 7, 2020

While it can be frustrating to lose direct visibility into how call center agents are spending their time in a work from home setting, it’s ultimately topline CX metrics like C-Sat and NPS — not any given agent’s keystroke count or time spent browsing Reddit — that speak to your performance.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Taylor Reach Group

JUNE 20, 2017

There’s additional training but this is minimal compared to the savings from agents being able to handle multiple queues, and being able to manage everybody’s efficiency as a whole vs. two separate groups with two separate efficiency metrics. Endless Agent Options.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Vistio

MARCH 15, 2022

I always love some good metrics to prove a point. We’re going back to the agent satisfaction, again and again, and especially with what’s happening now. How do you gain control over your hybrid workspace when you have agents at home, agents in the contact centers, and how does workforce strategy aid in that whole situation?

Gamification 52

Gamification outsourcing Contact Center Technology 52

Callminer

OCTOBER 22, 2019

Virtual, or utilizing “at-home” agents. Metrics like call length and number of calls processed should fall down the priority ladder behind first call resolution, wait length, abandonment rates and quality of engagement. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203