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. working space, security, and more.
DMG Consulting
AUGUST 3, 2020
The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents. IA alone can make highly valuable contributions to many enterprise departments, including contact centers; AQM broadens these benefits, particularly for contact centers.
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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.
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. Define strategies to support the launch or new work at home agents.
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.
NICE inContact
APRIL 13, 2016
Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents? The adaptation of remote and at-home agents is forcing managers and supervisors to change the way they manage.
DMG Consulting
JANUARY 10, 2022
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
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