CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center? Even AHT remains useful.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

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

OrecX

MAY 1, 2020

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. VPN support.

Management 71

Management voip Telemarketing At home agents 71

24-7 InTouch

JULY 8, 2020

Contact centers who invested in technology and redundancy processes, such as an established private cloud and VPN architecture, were able to adapt and transition their entire workforces to secure at-home models faster, minimizing further impact to their client program’s service levels during this rapidly changing time. .

Contact Center 52

Contact Center At home agents Coaching Education 52

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. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. One positive outcome of the pandemic is that contact centres are being more creative with scheduling.

Management 52

Management Schedule adherence Gamification At home agents 52

Talkdesk

DECEMBER 3, 2015

Ask agents from other departments to field frontline calls. Just adding a few agents to your frontline staff can significantly improve service level, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-home agents.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations.

Contact Center 77

Contact Center Self service Gamification Enterprise 77