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. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

DMG Consulting

JANUARY 29, 2021

Workforce management solutions that support mobile capabilities for supervisors enable them to monitor the real-time performance of staff in contact centers, back offices and branches, where the activities have a direct and measurable impact on the customer experience.

Gamification 101

Gamification At home agents Self service Contact Center 101

Skybridge

MAY 10, 2022

In the earliest months of the pandemic, most customer contact centers were scrambling to react and struggling to keep up with call volumes, customer fears, and the astronomical rise of agent attrition. Today, these pain points continue to undermine customer experience, loyalty, and profitability.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

COPC

MARCH 23, 2020

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc. What about Latin America?

At home agents 52

At home agents Consulting Consulting Government 52

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. 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

OrecX

MAY 1, 2020

You want full control of/access to your recordings so they can be shared with the best 3rd party AI vendors for customer experience and speech analytics. 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?

Management 71

Management voip Telemarketing At home agents 71

Eckoh

JUNE 10, 2020

We’ll be looking at: Ways to succeed with reduced agent numbers. How to protect the customer experience with work-at-home agents. Now, Eckoh’s experts have compiled a useful eGuide that looks at the top 5 les s ons learned from COVID-19 that can have a real positive impact on how you face the future.

Contact Center 52

Contact Center At home agents Customer Experience Customer Service 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. certification experience here.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

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. Define strategies to support the launch or new work at home agents.

At home agents 78

At home agents Coaching Gamification Metrics 78

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. 5 Customer Experience Trends That COVID-19 Is Only Accelerating.

At home agents 52

At home agents Wireless Government Contact Center 52

Upstream Works

MAY 27, 2021

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. Not only are there operational benefits for cloud contact center solutions, but many agents prefer to work this way.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 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 81

Coaching Call Center At home agents Best practices 81

Outsource Consultants

NOVEMBER 9, 2020

A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. Identifying call center markets on the rise allows leaders to find top-performing and cost-effective solutions to deliver high-value business services and customer experiences.

Call Center 119

Call Center Marketing outsourcing Transportation 119

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

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Calabrio’s scores led each of these categories. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Outsource Consultants

OCTOBER 4, 2021

Customer service outsourcing through contact center partners represents one of the fastest-growing, most impactful channels that business leaders can deploy. Here are five of the biggest customer service outsourcing trends to help you elevate customer satisfaction: 1) Fully Remote Contact Center Teams. 5) Customer Experience.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Skybridge

OCTOBER 30, 2020

You, personally, as the senior leader of a customer care platform, might have found it quite seamless to simply grab your laptop and start working from home this year. And it’s going to start destroying things and sending your customers running for the hills. It’s a monster. Make every call a treat. We would love to talk!

At home agents 52

At home agents Customer Care Scripts Personalization 52

NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions? There is no better way to manage your agents’ schedules then with this efficient and effective system.

Contact Center 69

Contact Center Management At home agents Coaching 69

BlueOcean

AUGUST 9, 2021

84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. As both frontline agents and customers went remote, the amount of available data exponentially increased. Contact Center Knowledge Management.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

VocalCom

JUNE 22, 2020

For this, contact center managers need to ensure a swift switch to the remote working model over the long term to continue to deliver a world-class customer experience. Contact Center . For a successful and quick transition to a remote work setting, technology is, as always, the answer.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Outsource Consultants

NOVEMBER 17, 2021

LMS software has emerged as a great new way to drive employee engagement for remote and in-office workers alike, giving agents and clients more flexible staffing options to improve utilization and reduce costs. Support – BPOs continue to refine training and agent support, including customer experience as well as employee experience.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Eckoh

JUNE 19, 2020

8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. For example, pause and resume still allows your agents to see and hear card information, and isn’t always reliable. Also, clean rooms require calls to be transferred, resulting in a poor customer experience. 2: PCI DSS is a moving target.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

DMG Consulting

AUGUST 3, 2020

It helps companies improve the customer experience (CX) while also improving employee engagement and reducing operating expenses. The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents. DMG estimates that adoption of AQM is less than 3% of the IA market today.) .

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Skybridge

JUNE 1, 2020

Yet, at the center of all of these shifting priorities, one thing has remained remarkably consistent: the power of a talented, engaged customer care agent to strengthen the bond between brand and customer. We all know that customer experience (CX) is a critical driver of long-term brand performance. Bobby Matthews.

Customer Care 52

Customer Care At home agents Call Center Education 52

Calltools

OCTOBER 19, 2022

You might want to train contact center agents to: Use a script to speed up call times during busy holiday contact center periods. A good script will help agents navigate conversations and reduce errors that extend calls. Escalate complaint calls to the correct team member to improve the customer experience.

Contact Center 52

Contact Center Gamification Upselling Scripts 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

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Cisco - Contact Center

SEPTEMBER 3, 2020

Telecommunications regulations in India posed another challenge when it came to contact center agents working remotely. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses.

Contact Center 86

Contact Center Telecommunications Wireless At home agents 86

CustomerServ

DECEMBER 16, 2022

If you are a brand that genuinely cares about your customer and the customer experience, there is a danger in expecting bargain basement pricing from your nearshore and offshore BPOs. And we’re seeing more interest in tethered staffing for work-at-home—agents working at home but in geographic proximity to a physical site.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

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

VocalCom

APRIL 14, 2020

According to Marcello Oliveira da Silva, Head of Regional Operations, “Thanks to the capabilities of the Vocalcom platform, we could implement the WAHA (work-at-home agents) model, preserving the health of our customer service agents.

contact center solutions 62

contact center solutions Contact Center At home agents CRM 62

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Skybridge

MAY 13, 2020

Going forward, it just won’t make sense to make the financial and staffing leaps necessary to be ready for the next normal in their customer care operations. But choosing the right outsource customer care provider is a little more complicated than it might appear. That’s a band-aid, not a solution. Those differences matter.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

Going forward, it just won’t make sense to make the financial and staffing leaps necessary to be ready for the next normal in their customer care operations. But choosing the right outsource customer care provider is a little more complicated than it might appear. That’s a band-aid, not a solution. Those differences matter.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

NICE inContact

MARCH 23, 2016

They want to scale up, scale down, they can bring in work-at-home agents and remote agents. As people want to leverage new technologies out there and new deployment models, they’re looking for flexibility of uses. Learn how you can achieve your business goals with inContact.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

Contact Center 111

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