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 video specifications, and setup as needed.

At home agents 78

At home agents Coaching Gamification Metrics 78

Calltools

MARCH 8, 2023

These providers might also offer an omnichannel cloud-based solution (known as Unified Communication as a Service, or UCaaS), allowing your team to communicate via methods such as video conferencing, enterprise messaging, and presence technology.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

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. Want to get “intouch”?

At home agents 52

At home agents Contact Center Coaching Morale 52

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

COPC

MARCH 23, 2020

Scott Rohrer, Global Leader of Work-At-Home Business for TechM, agrees that communication is important. All standard contact centre processes have been virtualised such as eLearning, virtual-side-by-side nesting, remote access, face-to-face coaching via video conferencing, virtual breakrooms, persistent SmartChat and town hall meetings.

At home agents 52

At home agents Consulting Consulting Government 52

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

Outsource Consultants

JANUARY 13, 2025

Interactive e-learning platforms that combine video tutorials, quizzes, and simulations allow agents to learn at their own pace while mastering key concepts. Live video sessions enhance training with role-playing exercises and Q&A opportunities. Structure your mentorship program with clear goals and regular check-ins.

Call Center 67

Call Center Management Gamification call center software 67

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. You’ll likely discover that certain channels – from phone to video to chat or file sharing – work better for different circumstances and people.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Cisco - Contact Center

SEPTEMBER 3, 2020

Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses. Although those are definitely important factors, other variables affect the quality of a voice or video call.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

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

Playvox

SEPTEMBER 2, 2022

Our remote work policy focuses on the environment they will work in, such as having a quiet room and clean desk, consenting to video recording, etc.”. 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.

Contact Center 70

Contact Center Management Gamification Surveys 70

SoliCall

NOVEMBER 2, 2023

AI-Enhanced Video Conferencing : Video conferencing tools like Zoom incorporate AI features for noise cancellation, auto-transcription, and virtual backgrounds. These enhancements improve the quality of remote meetings.

SaaS 59

SaaS At home agents Technology Personalization 59

Serenova

OCTOBER 7, 2020

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.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

COPC

OCTOBER 22, 2021

View the live video here. Transcom is a global customer experience specialist providing CX advisory, customer care, sales, technical support and collections services through their extensive network of contact centers and work-at-home agents. This interview was conducted in August 2021 by COPC Inc. My name is Kyla Starks.

At home agents 52

At home agents Contact Center Best practices Technical Support 52

Skybridge

APRIL 24, 2020

As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. We would love to talk! Leading Remote Teams With Agile Alignment.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. We would love to talk! Leading Remote Teams With Agile Alignment.

At home agents 52

At home agents Customer Care Government Call Center 52

Calltools

OCTOBER 19, 2022

Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Enhance Agent Experiences. An agent’s work experiences during the holiday season will likely influence their mood, motivation, and productivity.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Insite Managed Solutions

MAY 23, 2013

Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers. 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

DMG Consulting

JULY 9, 2021

These are short contacts (face-to-face on-site or by video when remote) to check in with each agent, answer their questions, and ensure they have the support they need for the day. Supervisors (and/or team leaders) should be required to touch base with all of their employees on a daily basis, regardless of where they work.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Babelforce

MARCH 9, 2022

Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. of the global entertainment streaming audience and streams over 125 million hours of video each day. Provide self-service options. The company has now captured 53.5%

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Spearline

FEBRUARY 23, 2022

But that’s not always the case either And, even with our best intentions in asking the agents to be on ethernet, on a good network and in a quiet environment, they can struggle with doing it well enough. With work from home call center agents our main challenge becomes controlling their home environment and network.

Call Center 52

Call Center At home agents voip Call flow 52

Pipkins

SEPTEMBER 29, 2017

With Pipkins’ performSMART products, managers can gauge how well the workers are doing, both in the office and from home, and how long that particular worker spends on each task they perform. Finally, LookingGlass can be the social network needed to keep at home workers from feeling isolated or left out of the loop.

Management 40

Management Coaching At home agents Contact Center 40

NICE inContact

FEBRUARY 16, 2016

There is no shortage of chat, video conference, file-sharing and productivity software options to achieve many of the same things that can be done in person. There is a benefit to your team being able to walk over to each other and talk in person, and in some instances it can be needed.

Transportation 48

Transportation At home agents Technology Feedback 48