VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind.

At home agents 60

At home agents Contact Center Self service Surveys 60

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind.

At home agents 60

At home agents Contact Center Self service Surveys 60

Altivon

JUNE 13, 2020

In its latest report, “The Inner Circle Guide to Contact Center Remote Working Solutions,” ContactBabe l surveyed US contact centers about the challenges they are facing during the COVID-19 pandemic. Remote Work Before COVID-19: Survey Results From 2019. The State of the Industry During Coronavirus: Survey Results from April 2020.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

DMG Consulting

APRIL 6, 2022

The figure below displays the results for the survey question about work location plans, which DMG asked in November/December 2021. percent expect them to work at home; and 68 percent are planning for a hybrid staffing model where employees split their time between coming in to the office and staying at home.

Real estate 62

Real estate Contact Center Enterprise Surveys 62

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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

BlueOcean

AUGUST 9, 2021

The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Eckoh

JUNE 19, 2020

8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. A 2017 Ponemon Institute survey found that 87% of companies view cyber liability as one of their top ten business risks. Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach. 1: Compliance doesn’t equal security.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

Skybridge

JUNE 1, 2020

Multiple studies over the course of many years have shown that employees are happier about their jobs when they’re able to work from home. Agents who feel like their voice is unimportant will quickly become disengaged. Maybe even more importantly, ask your agents how they’re doing. An annual, anonymous survey is a good start.

Customer Care 52

Customer Care At home agents Call Center Education 52

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. And from an employer perspective, many candidates in the labor market are looking for at-home opportunities.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Insite Managed Solutions

MAY 23, 2013

A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. 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.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Serenova

JUNE 6, 2019

In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. 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.

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128