Call Design

MAY 28, 2019

A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction. The right WFM tool can help you find the right balance.

At home agents 60

At home agents Contact Center Self service Surveys 60

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

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

SoliCall

NOVEMBER 2, 2023

In addition, in the last few years, AI-powered tools became invaluable in enhancing the productivity of remote workers. Here are seven AI-powered tools tailored for this purpose: Virtual Collaboration Tools : Tools like Slack and Microsoft Teams employ AI for features like automated notifications.

SaaS 59

SaaS At home agents Technology Personalization 59

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. Keep your tools up-to-date. Your agents need the best tools and should be trained on how to use them.

Call Center 111

Call Center At home agents Contact Center Contact center software 111

Tethr

MARCH 3, 2020

Ensuring you and your team are equipped with the right tools and knowledge works wonders. Invest in the best tools. Your remote agents need to be provided with the best tools and trained on how to use them. 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

DMG Consulting

MARCH 2, 2021

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Pipkins

SEPTEMBER 29, 2017

Businesses need an effective tool for monitoring workers at home. We argue that one measure of productivity is time spent on task, and our performSMART™ tools are designed specifically to make these measurements. A great training tool. Pipkins is legendary for its suite of scheduling and forecasting tools.

Management 40

Management Coaching At home agents Contact Center 40

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.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

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. The right collaboration tools are a must.

At home agents 78

At home agents Coaching Gamification Metrics 78

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

DMG Consulting

AUGUST 3, 2020

It also demonstrated that these departments have some amazing capabilities and oversight tools, including IA, which gives companies direct insight into what their agents are doing throughout the business day, something not available to any other departments. The uses of IA have been expanding inside and outside of contact centers.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Upstream Works

MAY 27, 2021

Another lesson learned from 2020 was how well agents could perform in this environment. This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

COPC

MARCH 23, 2020

“You have to ensure the management team has an exceptional communication strategy,” Edwards explains, “Agents, Team Leaders and Management all need to understand what is going on, and not just from a strategic level, but from an everyday operational level. What sort of an environment do Work-At-Home agents need? At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 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. Another at-home agent driver is the need to feel a part of the community they work within. FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

24-7 InTouch

APRIL 3, 2020

To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Communication : A successful WFH model involves clear communication of instructions and methodologies to ensure agents are receiving coaching and personal interactions that they would experience at our campuses.

At home agents 52

At home agents Contact Center Coaching Morale 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

Outsource Consultants

OCTOBER 4, 2021

By combining best-in-class tools, APIs, and workflows, all to empower highly skilled agents, strategic partners can elevate customer satisfaction over the long term. Strategic partners are superior because they can deliver sophisticated customer service quickly, but also develop strategies and best practices to evolve with your brand.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

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. For example, DiSC® profile is a powerful do-it-yourself training and development tool designed to improve work productivity, teamwork, and communication.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Aspect

JANUARY 12, 2018

Studies show that 95% of agents are only willing to drive up to 30 minutes to work. 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. Implications for Workforce Management Software.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The COVID-19 pandemic strongly accelerated the remote working trend.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

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.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

SharpenCX

JULY 23, 2020

Perhaps movement to flexible work is doing more to increase agent job satisfaction than can be solved with a pizza party or a team retreat. Investing in flexible working environments and the tools that support them shows your employees you care about their longevity and well-being.

Contact Center 101

Contact Center Call Center At home agents Education 101

Serenova

AUGUST 23, 2019

The new, more cost-effective answer to the need for additional staff is work-from-home agents. In the webinar, Shelia shared that when she speaks to businesses that have moved from on-premises contact centers to the cloud, the ability to support at-home agents is often cited among the most important benefits.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Playvox

SEPTEMBER 2, 2022

Related Article: Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace. Keep More Agents On Board. Attract And Recruit New Agents. But remote work is a great tool to attract new hires. You can use a tool like Kahoot!

Contact Center 70

Contact Center Management Gamification Surveys 70

Outsource Consultants

JANUARY 13, 2025

You need a comprehensive suite of tools that work seamlessly together. Implementing robust reporting and analytics tools can provide AI-powered performance management with real-time speech analytics and automated QA scoring, enhancing compliance and risk management. Implement an open-door policy through instant messaging platforms.

Call Center 67

Call Center Management Gamification call center software 67

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. They teach.

Best practices 140

Best practices Feedback Call Center Coaching 140

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

Talkdesk

DECEMBER 3, 2015

Below are 10 tips, tools and techniques that you can start using today to help your team thrive during the holiday returns rush. Recruit agents from other departments. If your frontline of call center agents is scrambling to meet the needs of holiday returns callers, recruit them some backup. Leverage at-home agents.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 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

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

Babelforce

MARCH 30, 2022

These tools are convenient, reliable, and enable us to do things we simply couldn’t do before they existed. For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Vistio

JULY 27, 2021

Giving agents what they need to achieve excellent customer service includes: an easy-to-use CRM system that integrates effortlessly with their other tech tools, a process guiding tech tool that takes the guesswork out of how to answer even the most complicated customer question (which reduces onboarding time as well).

Contact Center 52

Contact Center At home agents Technology Best practices 52

NICE inContact

NOVEMBER 8, 2018

In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” ” In other words, because they have their contact center in the cloud, they can recruit at home agents and they aren’t limited to recruiting locally – the entire country is their oyster.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

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. WFM tools that provide complete resource planning visibility and agility are now even more invaluable. WFM: from survive to thrive in 3 easy steps.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

JANUARY 10, 2022

Companies need to put in place mechanisms and tools that enable them to identify operational obstacles throughout the company that are major impediments to delivering a great CX. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

BlueOcean

AUGUST 9, 2021

Cloud-based contact center technologies are nothing new, yet 93% of leaders feel that these tools and capabilities will increase in demand over the next 12 months. Cloud-Based Contact Center Technologies. Not surprisingly, then, cloud is also the third highest investment priority for in-house contact center leaders.

Contact Center 62

Contact Center Technology outsourcing At home agents 62