Tethr

MARCH 3, 2020

Your remote agents need to be provided with the best tools and trained on how to use them. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Create a training protocol with information that addresses things all at-home agents need.

Call Center 80

Call Center At home agents Management contact center workforce 80

Tethr

JULY 6, 2020

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. Publish one, revisit it often and make sure it is understood and distributed to your entire team.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

DMG Consulting

JULY 5, 2020

Have a WAH employee contract that lays out all requirements, including job responsibilities, working hours, system requirements (who buys and pays for personal computers (PCs), headsets, bandwidth, etc.), Set up a daily communication session between supervisors and each at-home agent. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Outsource Consultants

OCTOBER 4, 2021

This trend can be somewhat deceiving, as businesses will still look to BPO partners that can flex between both in-person teams and outsourcing remotely. It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. 4) Machine Learning/AI Analytics.

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.

At home agents 52

At home agents Coaching Customer Care Best practices 52

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. Agents who work remotely are able to pick up shorter or split shifts easier than those who have to commute to a contact center.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Aspect

JANUARY 12, 2018

With Amazon Flex, the company uses a mobile app for drivers to post their personal preferred schedules, which can include very short availability windows. 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.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

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

Tethr

JULY 22, 2020

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 77

Coaching Call Center At home agents Best practices 77

COPC

MARCH 23, 2020

In our environments, Virtual Team Leaders also exist at a 25-1 ratio and they are responsible for building personal relationships with each of their remote teams.”. What sort of an environment do Work-At-Home agents need? The obvious benefits of Work-At-Home agents are based around flexibility and business continuity.

At home agents 52

At home agents Consulting Consulting Government 52

Eckoh

MAY 18, 2020

The consequence of this modification in operational structure is the company is either faced with severely limiting the types of support functions they can deliver with a home-based agent, or they are unnecessarily exposing themselves to possible data security issues. Author John Johnson

Contact Center 52

Contact Center At home agents Technical Support Customer Support 52

SharpenCX

JULY 23, 2020

But, when you take your call center virtual, you enable your agents to operate in an environment that best suits their personal working styles. When hiring at-home call center agents, your labor pool widens beyond the geographic constraints of an office, so you can find top talent with unique skill sets anywhere.

Contact Center 101

Contact Center Call Center At home agents Education 101

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. To help facilitate that understanding, many organizations use personality style inventories to foster effective teamwork.

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

VocalCom

APRIL 14, 2020

Altogether, SABESP agents manage more than 800,000 interactions via phone and 7,000 interactions via other channels. Vocalcom has also been supporting SABESP to enable online chat for our face-to-face agents, giving our customers more options to keep in touch with SABESP.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

BlueOcean

AUGUST 9, 2021

These include customer demographic segmentation (currently used by 75% of in-house contact centers), data analysis (61%), real-time analytics (60%), and personalization capabilities (52%). Enter knowledge management technologies: a streamlined, centralized way to store and disseminate the content that agents need to serve customers well.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Platform28

DECEMBER 11, 2014

Intelligent Call Routing stops wasting your customer’s valuable time and gets them to the person they are looking for pronto. Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Shared-agent pools.

At home agents 40

At home agents contact center solutions Contact Center Personalization 40

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

BlueOcean

MARCH 24, 2022

If you’re expecting agents to take on more complex B2C customer care, you may need to re-evaluate your agent profiles when recruiting new hires. What skillsets, personality traits, and experiences will set these agents up for success? Modified Recruitment Strategy. It’s a tight, competitive labor market out there.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Outsource Consultants

FEBRUARY 22, 2021

Simply put, at-home or hybrid models require different training methodologies than before — and even if your call center model hasn’t changed, your business surely has. Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training.

Call Center 76

Call Center Gamification Coaching Morale 76

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 would love to talk! Leading Remote Teams With Agile Alignment. By David Nour.

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 would love to talk! Leading Remote Teams With Agile Alignment. By David Nour.

At home agents 52

At home agents Customer Care Government Call Center 52

Eckoh

JUNE 19, 2020

8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. You need to protect your company’s brand value, keep your customers’ personal data safe and secure card data in your contact center. Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach. That’s a tall order.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

Outsource Consultants

JANUARY 13, 2025

Virtual reality (VR) and augmented reality (AR) simulations can replicate real-world customer interactions, allowing agents to practice in a risk-free environment. These tools can reduce both cost and logistical hurdles associated with traditional in-person training. Celebrate wins, both big and small.

Call Center 67

Call Center Management Gamification call center software 67

SoliCall

NOVEMBER 2, 2023

AI-Powered Personal Assistants : AI-driven virtual assistants like Cortana and Google Assistant can help remote workers with scheduling, setting reminders, and managing tasks, allowing them to stay organized and focused. They provide insights into productivity patterns and suggest improvements.

SaaS 59

SaaS At home agents Technology Personalization 59

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

JANUARY 10, 2022

Gamification applications are identifying and rewarding agents for the outstanding job they do while keeping them tuned in to their department and co-workers, whether they work from home or in the office.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Outsource Consultants

MARCH 31, 2022

One specific example would be chatbots, which analyze customer queries and responses to better serve the next person in line. Using AI as a supporting element in your call center better utilizes agents to handle the more complex transactions and cuts down on incoming calls.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Cisco - Contact Center

SEPTEMBER 3, 2020

Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses. A voice or video call is a two-way communication, so upload bandwidth is just as important if you want the person on the other end of the conversation to hear you clearly.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

DMG Consulting

JULY 9, 2021

This team leader is home based, but your company guidelines require all supervisors to work from the office. Unfortunately, this outstanding employee cannot travel to the office 5 days a week, due to personal commitments. As a result, she won’t be able to take the promotion and now feels like people are disappointed in her.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

DMG Consulting

APRIL 20, 2020

This can be highly concerning and possibly overwhelming for agents, who are already dealing with their own personal issues and fears. To keep your agents healthy, it’s imperative to keep in close contact with them, particularly if they are working from their homes.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

CustomerServ

DECEMBER 16, 2022

Throughout 2022 and into 2023, more brands are asking their BPOs to move agents back in-center, or at least move to a 60/40 or 70/30 in-center vs. remote hybrid. And we’re seeing more interest in tethered staffing for work-at-home—agents working at home but in geographic proximity to a physical site. In summary.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. When customers are dealing with problems they can’t easily solve on their own, contact centers need to make the transition to an agent quickly and seamlessly. Support and Collaboration of Remote Agents.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Provide continuous, individual feedback. Leaderboards are great, but nothing can replace 1:1 feedback.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

NICE inContact

FEBRUARY 16, 2016

There is a benefit to your team being able to walk over to each other and talk in person, and in some instances it can be needed. There is no shortage of chat, video conference, file-sharing and productivity software options to achieve many of the same things that can be done in person.

Transportation 48

Transportation At home agents Technology Feedback 48

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Vistio

MARCH 15, 2022

” But it’s another thing to have that person actually make an impact. I think I say this on almost every podcast that, why would we be looking at an agent just as a heartbeat or just as an entity when they’re usually the only touchpoint that your actual customer has with your organization? Just a pulse in the chair.

Gamification 52

Gamification outsourcing Contact Center Technology 52