ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. However, with the shift to hybrid and remote work environments, how do contact center leaders keep their agents happy and engaged?

Contact Center 161

Contact Center Management Customer Service Personalization 161

CCNG

FEBRUARY 14, 2024

Customers want service when they want it, the way they want it, and in the channel that works for them. labor dollars) at a process that isn’t working operationally. Exploring My Past I've worked for some of the biggest brands in the industry. We had special tutors available for our remote agents when they arrived in nesting.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. To enhance the work experience, amuse, celebrate or excite your employees in the following four ways.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Contact Center Pipeline

JUNE 11, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Quality management Technology Management 147

TechSee

NOVEMBER 22, 2021

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. Work-from-home staff members require several basic peripherals, such as: .

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Contact Center Pipeline

JUNE 18, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 130

Contact Center Technology Call Center 130

Contact Center Pipeline

JUNE 21, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Contact Center 147

Contact Center Technology Management Call Center 147

Fonolo

AUGUST 26, 2021

Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels.

Call Center 142

Call Center Real estate call center software Interactive Voice Response 142

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. But no matter what, you’re looking to optimize for what works and solve for what doesn’t. General Benefits of Remote Work Models. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

COPC

OCTOBER 16, 2023

We share some of the key highlights from these insightful discussions below. These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Senior CX leaders provided valuable input and experiences in this interactive session.

Transportation 94

Transportation Surveys Technology Contact Center 94

Fonolo

JANUARY 19, 2023

Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Conversation Scheduling let callers schedule a call-back up to 15 days in the future. : Zippia reports that 65% of contact center agents have college or university education Stressful work Call center work is stressful.

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

TechSee

DECEMBER 16, 2020

How Visual Remote Assistant works. Visual Remote Assistant has been seamlessly embedded within Salesforce Service Cloud and Field Service to deliver real-time, visual remote support. An industry-first, Visual Remote Assistant is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement.

Average Handle Time 109

Average Handle Time Contact Center Technology CRM 109

SharpenCX

OCTOBER 13, 2021

Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Modern tech makes virtual work easier – fundamentally changing how your business operates. Trend One: Stay Agile with Remote Workforce Management.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

JUNE 10, 2021

Sure, they divert your workforce from more strategic tasks. . Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Questions remain regarding how many of the habits and work models adopted during the crisis will endure when the coronavirus subsides. The contact center workforce was already going remote.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

TechSee

FEBRUARY 19, 2024

64% of consumers expect real-time responses from companies. This cognitive solution would maintain context throughout an interaction. For example, multi-sensory integrates visual cues (such as images or videos) and voice-based interactions, allowing customers to interact with AI much like they would any remote agent or technician.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. One of the most striking is the relationship many people have with their work and career.

Call Center 62

Call Center outsourcing Technology Analytics 62

Aspect

APRIL 29, 2020

Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

TechSee

AUGUST 24, 2021

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often. IT Should Lead the Remote Onboarding Process.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

TechSee

APRIL 21, 2023

Just like office workers get frustrated with hour-long “meetings that could have been a quick email”, customer service teams and consumers’ worst nightmare is a redundant visit that could have been solved autonomously and remotely. And what is the hidden environmental cost of redundant technician home visits?

Transportation 109

Transportation Government Engineering Accountability 109

TechSee

APRIL 7, 2021

Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. Another common reason for employee downtime is when a staff member’s home-based device malfunctions.

Self service 109

Self service Best practices Technology Analytics 109

Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. What are some common challenges that come with training remote agents? Communication is the main sore spot when it comes to implementing remote training.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Quality Contact Solutions

FEBRUARY 24, 2022

working from home model. Working from home increases flexibility, which is a win for both employees and employers. Employees enjoy eliminating the daily commute, that the dress code is more relaxed, and they can grab a drink from the convenience of their kitchen.?. Create a dedicated space. ?You

Call Center 98

Call Center Telemarketing Wireless Best practices 98

Calltools

MARCH 8, 2023

Third-party service providers host the cloud solutions needed for this technology to work in a call center environment like yours. A cloud-based voice solution is cheaper than traditional landlines and even VoIP because you can bundle it with other cloud services. However, working with a provider can provide the following: 1.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

CSM Magazine

FEBRUARY 28, 2023

One of the biggest changes to come out of the pandemic is the introduction of remote work. Although some businesses already offered remote or hybrid work to their employees, it was quite uncommon for businesses to operate in a fully remote way. Keep on reading to find out more!

Technology 52

Technology Personalization 52

CSM Magazine

JANUARY 9, 2024

Creating a comfortable and productive home office is essential for maximizing your efficiency and well-being. With the rise of remote work and the increasing number of people working from home, it’s more important than ever to design a workspace that fosters creativity and focus.

Personalization 52

Personalization Technology Management 52

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. But with remote work, you can’t fully control what an employee does.

Management 89

Management Contact Center Coaching Employee engagement 89

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Remote work becomes feasible, allowing call centers to operate efficiently from various locations.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

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. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Cyara

FEBRUARY 22, 2024

The last mile of a journey, whether that be a walk to your car after a long hike, a few final numbers added to the odometer as you near your destination, or – more metaphorically and also relevant to this blog post – the last few elements that must work seamlessly together to ensure your contact center agents can serve customers over the phone.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

TeleDirect

SEPTEMBER 30, 2020

From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go! For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. labor force now works from home.

Call Center 118

Call Center Business Process Outsourcing outsourcing Enterprise 118

DMG Consulting

JANUARY 29, 2021

Question: What are the mobility capabilities of WFM solutions? And, mobile solutions enable on-site employees to complete self-service activities, view personal, team, and site performance results, and more, when they are not in the contact center. OT/VTO), from their smartphone or tablet.

Gamification 101

Gamification At home agents Self service Contact Center 101

Playvox

OCTOBER 18, 2022

But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. Fifty-six percent (56%) said they would consider leaving their current employer if they weren’t offered a remote work option. The State of Remote Work in Contact Centers. Leanne Y., Philip A.,

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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. Adherence alarms are important real-time indicators of deviations from planned activity or schedule.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

VirtualPBX

FEBRUARY 26, 2021

Remote workers are leaving California in droves in what many are labelling a “tech exodus” and the “great migration”. Given that nearly 50% of company executives will allow permanent work-from-home after the pandemic, big decisions lie ahead for the Golden State’s workforce. 5 Best Cities for Remote Work.

Entertainment 98

Entertainment Real estate voip 98