DMG Consulting

JULY 5, 2020

While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

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 78

Coaching Call Center At home agents Best practices 78

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

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. Companies can play around with the best ratio that suits their brand programs, whether that’s a 20:20, 30:10, or even 10:30 split.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. certification status for its work-at-home operation in 2019. Organizations like Transcom rely on COPC Inc.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

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

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. To meet the challenge, you need a team that is engaged and capable of delivering superior customer experience – all while working from home.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Aspect

SEPTEMBER 21, 2018

50% of millennial agents said they would be interested in an on-demand job. 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.

At home agents 78

At home agents Coaching Gamification Metrics 78

Global Response

OCTOBER 26, 2022

Virtual, or utilizing “at-home” agents. When choosing the best contact center for your business, consider which functions of managing a call center are most important to delegate and which you would like to be more involved in. External, or hosted inside a building managed by your partner.

outsourcing 62

outsourcing Calibration Contact Center Call Center 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

Outsource Consultants

OCTOBER 4, 2021

Strategic partners are superior because they can deliver sophisticated customer service quickly, but also develop strategies and best practices to evolve with your brand. They go above and beyond partnerships where a vendor simply performs the tasks within the terms of your contract and calls it a day.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Outsource Consultants

FEBRUARY 22, 2021

And the best call centers are already building supervisory best practices around specific soft skills: Trustworthiness. Well-trained supervisors — especially those trained to manage fully-remote teams — will influence your agents to create better customer experiences. Generosity.

Call Center 76

Call Center Gamification Coaching Morale 76

Vistio

JULY 27, 2021

It is key to remember that when it comes to agents and technology, less is more. Your agents need technology that makes their jobs more efficient, effective, and consistent—not more complicated. It is also a best practice to provide your agents a stipend to cover internet or other costs they accrue while working remotely.

Contact Center 52

Contact Center At home agents Technology CRM 52

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

DMG Consulting

JULY 9, 2021

These include applications that automatically identify agent performance trends and opportunities and alert supervisors in real time when help is needed. Contact centers should develop a supervisory training class that provides instruction in how to coach agents.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Serenova

JUNE 6, 2019

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. Support and Collaboration of Remote Agents. The group also had questions related to support and collaboration for remote contact center agents.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

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

DMG Consulting

APRIL 20, 2020

In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home. April 2020.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

NICE inContact

DECEMBER 9, 2015

From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

NICE inContact

FEBRUARY 16, 2016

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end.

Transportation 48

Transportation At home agents Technology Feedback 48