Remove At home agents Remove Quality management Remove Video
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Developing a Contact Center Work-At-Home Program

DMG Consulting

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.

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Work from home programs are no longer a reward system

Aspect

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. Issue a company computer to manage security and software compliance.

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7 Strategies for Embracing the Work From Home (WFH) Call Center

Serenova

Give agents structure and agency. 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.” Video can humanize interactions for agents, as well as customers.