Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

At home agents 147

At home agents Contact Center Technology Management 147

Playvox

FEBRUARY 6, 2020

Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress.

At home agents 52

At home agents Call Center Technology Management 52

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. This has created improvements to team efficiency, bottom-line revenue, and agent morale. Here are some of the more obvious benefits: Lower Overhead. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Inundated with Inbound Calls. Learn more about the webinar series and register here.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

Concentrix

OCTOBER 19, 2020

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

Customer Experience 106

Customer Experience At home agents Management Technology 106

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

EPIC Connections

SEPTEMBER 27, 2017

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. Selecting the Appropriate Technology.

At home agents 35

At home agents SaaS Education Contact Center 35

Outsource Consultants

JUNE 6, 2022

While they can’t be perfectly replicated in a remote world, technology can certainly provide a viable substitute. Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Vistio

DECEMBER 5, 2024

It enables agents to practice handling tough customer interactions whenever they have a few minutes to spare. Between calls, during slow shifts, or even at home, agents can fine-tune their skills without the need for scheduled training sessions. Take ServiceSim, for example.

At home agents 52

At home agents Contact Center Best practices Feedback 52

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Taylor Reach Group

NOVEMBER 30, 2018

Not staying current on new technologies impacting Call and Contact Center operations. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not sharing new technologies and their capabilities with senior management. I hope you can sense my sarcasm here.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

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. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Tethr

JULY 6, 2020

Cloud technology allows for dynamic scaling to accommodate the extra agents that are often required in times of crises where the increase in contact volume is simply overwhelming. Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

Skybridge

MARCH 25, 2020

8 Critical Questions to Assess Your Technology Readiness. Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. You can find the first post in this series here.

Technology 52

Technology At home agents Customer Care Coaching 52

The Call Center School

MAY 28, 2020

With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”. What types of technologies are available for you and your remote team. Remote work isn’t the future.

At home agents 80

At home agents Call Center Technology 80

DMG Consulting

JULY 5, 2020

However, the first step in the process is to enable contact center workers to work from their homes. For this reason, all contact centers, even those with just a few employees, need an effective WAH program supported by the necessary technology and solutions. Use internal chat for handling most agent inquiries.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Tethr

MARCH 3, 2020

For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.

Call Center 80

Call Center At home agents Management contact center workforce 80

Calltools

MARCH 8, 2023

billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations. Cloud calling is one of these technologies, allowing agents to communicate with prospective and existing customers over the internet instead of a landline.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Outsource Consultants

NOVEMBER 9, 2020

A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. Talent Pool: The effectiveness of your outsource call center will be largely impacted by the performance of your agents. Booming infrastructure, including eight technology parks. South Africa.

Call Center 119

Call Center Marketing outsourcing Transportation 119

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Outsource Consultants

OCTOBER 4, 2021

It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. Recommend leading-edge technologies to scale revenue and growth. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Outsource Consultants

NOVEMBER 17, 2021

It emerged stronger than before, armed with a new arsenal of technology and procedures. The BPO industry, born on the cusp of a generation of incredible technological evolution, has always been challenged to keep pace with the rapid evolution of industries and their customers’ demands. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

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.

At home agents 52

At home agents Contact Center Coaching Morale 52

24-7 InTouch

MAY 1, 2020

Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. 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.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Aspect

JANUARY 12, 2018

Businesses Can Access Specialized Skills – In the past few years, technology has finally advanced to the point where it is a good substitute for a human conversation. Studies show that 95% of agents are only willing to drive up to 30 minutes to work. The forecasting portion of WFM remains essentially the same in the Gig Economy.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

COPC

MARCH 23, 2020

s Senior Consultants, has supported many Work-At-Home environments over the last ten years. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Interactive Voice Response Technology Gamification 40

Skybridge

APRIL 21, 2020

But today, with virtual private network (VPN) technologies, two-factor authentication, proven management protocols, and a skilled IT, it is entirely possible to maintain data security. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training.

At home agents 52

At home agents Coaching Customer Care Best practices 52

OrecX

MAY 1, 2020

Mobile recording methods: VoIP softphone technology. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. Are your agents processing orders with credit cards? Are your agents collecting sensitive customer information? Are your agents offering medical advice?

Management 71

Management voip Telemarketing At home agents 71

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.

At home agents 78

At home agents Coaching Gamification Metrics 78

SoliCall

AUGUST 9, 2020

In rare scenarios that this number is extremely low – let’s say only 1% of the agents are making phone calls then we can use few “dummy phones” to make sure that there are enough audio streams to provide a high quality removal of ambient human voices. Noise removal for at-home agents. Conclusion.

Contact Center 52

Contact Center At home agents Call Center Technology 52

SharpenCX

JULY 23, 2020

Contact centers have a tendency to get stuck in the past, caught in a time capsule with outdated technology, rules and KPIs that grip to the exact reputation they’re trying to shake. With the COVID-19 pandemic, companies are forced to make changes to support better work from home conditions. So, how do you drive agent satisfaction?

Contact Center 101

Contact Center Call Center At home agents Education 101

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.

Contact Center 69

Contact Center Management At home agents Coaching 69

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time?

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

OctopusTech

SEPTEMBER 18, 2018

e)Agents Extensions. g)Support for Work-at-Home Agents. With the help of technologically advanced tools such as automated call handling, IVR etc. This is because agents know how to work together in order to smoothen out the whole customer serving process. a)Intelligent Dialer Function. b)Call Barge-In.

Call Center 74

Call Center At home agents Interactive Voice Response Contact Center 74

NICE inContact

MARCH 23, 2016

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If As people want to leverage new technologies out there and new deployment models, they’re looking for flexibility of uses.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48