DMG Consulting
JULY 5, 2020
Set up a daily communication session between supervisors and each at-home agent. Part of each supervisor’s job should be to keep at-home agents informed of all work-related meetings and to make sure their agents are well. Use internal chat for handling most agent inquiries. working space, security, and more.
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. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
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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 strategies to support the launch or new work at home agents.
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.
DMG Consulting
JANUARY 10, 2022
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
DMG Consulting
APRIL 20, 2020
But one thing that is not being questioned is the benefit of having a CCaaS solution and other contact center applications such as recording, workforce management (WFM) and quality management (QM), operating in the cloud as they have enabled the transition of agents, supervisors, managers, WFM administrators, QM specialists and business analysts from (..)
DMG Consulting
SEPTEMBER 20, 2021
Companies also need to rethink workplace requirements, specifically which functions must be performed by office staff and which can be done by at-home employees. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.
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