Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 78

Coaching Call Center At home agents Best practices 78

Aspect

SEPTEMBER 21, 2018

Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Coaching requires interactive tools and discipline.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

DECEMBER 7, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX).

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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. These applications now include features and functions that recognise the value and wellbeing of employees, as well as the associated impact on customer experience (CX). It’s an evolution of WFO to WEM.

Management 52

Management Schedule adherence Gamification At home agents 52

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

Talkdesk

MARCH 14, 2018

When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%). Talent Priority #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40