ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. The landscape of contact centers has shifted to the WFH (work-from-home) model overnight, bringing in many challenges and opportunities. Network & Device Management. Create a High Trust Environment.

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

CCNG

OCTOBER 12, 2022

Could creative organizational structures be a way to create new and dynamic management-to-employee ratios in a way that helps drive employers’ career development, employee satisfaction, and retention? Can they motivate and inspire workers to be the best they can be and to perform well? MATCH YOUR LEADERS WITH WHAT THEY DO BEST.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

JANUARY 31, 2024

According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization. The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company. It’s not about a basic set of FAQs that customers can access through self-service.

CCNG 195

CCNG Self service Best practices Chatbots 195

CSM Magazine

APRIL 9, 2024

In this seismic shift, technology plays the central role, effectively bridging the gap between home offices and clients. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

Customer Support 64

Customer Support Analytics Quality management Management 64

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

AUGUST 26, 2021

Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Call centers provide a vital service to customers worldwide. Call centers may look to reduce costs either by laying off employees or transitioning to work-from-home models to save on rent fees. DID YOU KNOW?

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

AWS Machine Learning

NOVEMBER 8, 2023

AWS HealthImaging (AHI) is a HIPAA-eligible, highly scalable, performant, and cost-effective medical imagery store. The MONAI AI models and applications can be hosted on Amazon SageMaker , which is a fully managed service to deploy machine learning (ML) models at scale.

Healthcare 97

Healthcare APIs Enterprise Engineering 97

Aspect

MAY 6, 2020

But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined. This falls on our organizational management teams to assist our front line. Forecasting should be reviewed.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

Aspect

JULY 15, 2020

Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread. In March, VPNs were rapidly expanded, laptops were taken home and agents found a quiet area in their homes from which to work.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

TechSee

MARCH 11, 2024

Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time. However, Conversational AI providers will typically bring substantial added cognitive infrastructure to enable strong use-case-specific performance. What managed services are looking for?

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

SharpenCX

OCTOBER 13, 2021

Trend One: Stay Agile with Remote Workforce Management. In spite of the bumpy start to the pandemic where workers were forced home (without their desktop computers and hardwired phones), many contact center leaders successfully pivoted. Lay down the foundation for better remote management in your contact center.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance.

Morale 78

Morale Gamification Contact Center Quality management 78

SharpenCX

DECEMBER 8, 2021

As illustrated in the graph below from Buffer’s State of Remote Work Report , remote employees primarily struggle with collaboration, communication, and loneliness while working from home. So, we’ve compiled 4 clear rules to live by in your remote call center to keep agents engaged and productive while they work from home.

Employee engagement 137

Employee engagement Contact Center Call Center Coaching 137

Fonolo

AUGUST 12, 2021

As managers, you need to be aware of your agents’ performance to ensure a good customer experience. And, agent performance is linked to agent productivity. Metrics are important in identifying performance and operational issues. Your agents’ performance dictates a customer’s likelihood of promoting your brand to others.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. Performance Tiles show up on every agent’s dashboard and display the three metrics of focus.

Analytics 128

Analytics Coaching Contact Center Metrics 128

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. This could be from home, a co-working space, or any other location with an internet connection. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. We work from home. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Call Design

JULY 7, 2020

As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them. These incidents can, of course, occur even when staff aren’t working from home, and there is no pandemic). Average Handle Time. How WFM Can Help.

Average Handle Time 179

Average Handle Time Call flow Personalization Management 179

TechSee

FEBRUARY 23, 2021

As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. The Impact of 3G Sunsetting on Home Security. These firms need to figure out how to upgrade their subscribers’ devices to ensure uninterrupted service.

Self service 109

Self service Wireless Contact Center Government 109

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. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. Automated workflows and integration of management systems has meant that two, full-time staff members have been redeployed within the business equating to a saving of around £60,000 per annum.

Management 52

Management Engineering CRM Finance 52

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.

Best practices 96

Best practices Management Customer Service 96

Outsource Consultants

NOVEMBER 29, 2021

In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. With lower expenditures in rent, utilities, taxes, and cleaning & maintenance services, businesses re-allocated funds to growth-specific costs, such as hiring and technology. Better Performance. What’s more?

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. From call volume and trends to agent performance, customer satisfaction, and operational efficiency, these dashboards provide a holistic view of the contact center ecosystem.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Aspect

MARCH 26, 2020

A large financial services firm was experiencing more inbound call volumes than their trunks or agents can support. Needing to Quickly Transition to Work-From-Home Workforce. This workshop uncovered areas that our customer needed to spend more time developing a Work-from-Home strategy and gave them the confidence to move forward.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

AWS Machine Learning

NOVEMBER 22, 2023

They can also be used to develop and validate performance and accuracy of DL workloads that will be deployed on Qualcomm devices. New DL2q instance highlights Each DL2q instance incorporates eight Qualcomm Cloud AI100 accelerators, with an aggregated performance of over 2.8 PetaOps of Int8 inference performance and 1.4

Automotive 104

Automotive APIs Technology Personalization 104

AWS Machine Learning

APRIL 22, 2024

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With the directory service, you can centrally maintain users and groups, and their permissions. Choose Set up directory. Choose Next.

Scripts 77

Scripts Engineering Management Benchmark 77

Fonolo

AUGUST 19, 2021

Attention all call center managers – don’t worry! The work-from-home era blurred the lines between work and home. Lack of support and feedback from management. Agents handle the customers, while managers handle the agents. Feedback is also essential for high performance. Unclear goals.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Hodusoft

FEBRUARY 16, 2022

Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Aspect

MAY 18, 2020

In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Manageable workloads 2. Recognize good performance What is call center burnout? Exhausted agents struggle to offer the patience and empathy crucial for good customer service. Rotate responsibilities 5.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

JustCall

DECEMBER 1, 2022

Several people still prefer working from home as it helps them maintain balance and reduce stress. Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106