Virtual call centers: Tips and tricks for agents working from home
Knowmax
SEPTEMBER 27, 2020
Virtual call centers: Tips and tricks for agents working from home.
virtual-work-from-home-call-center 
THE PHONE CALL IS A POWERFUL, FORGOTTEN LEADERSHIP TOOL
CCNG
MAY 31, 2023
One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Your enthusiasm really pulls people together, and I wanted you to know I appreciate all your hard work.”
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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!
CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Leaders model these behaviors and call out agents who exhibit these behaviors.
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CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?
CCNG
JANUARY 10, 2024
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. What if a customer calls in on Tuesday and another customer calls in on Thursday with the same question? Will the information be the same when they listen to the call and check the information accuracy?
Technology 195
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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Employee Engagement, are we still tripping over the same rocks?
CCNG
MARCH 22, 2023
Vicki shares that when employees don’t feel engaged at work, there is a negative chain reaction of events that affect every KPI in the organization. This chain reaction impacts both top line revenue and bottom-line contribution, as well as every department supporting the contact center and every leader inside the business unit.
THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?
CCNG
FEBRUARY 14, 2024
Customers want service when they want it, the way they want it, and in the channel that works for them. In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? labor dollars) at a process that isn’t working operationally.
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How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.
Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers
Contact Center Pipeline
DECEMBER 15, 2020
Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did.
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Best Practices to Monitor Your Remote Call Center Agents
ShepHyken
JANUARY 22, 2021
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Now, the supervisors can gain full control of the contact center operations even while working remotely.
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“Hybrid” Team Structure can pay Huge Dividends in your Virtual/Work at Home Contact Centers
Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. This feeling makes them much happier at work.
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“Hybrid” Team Structure can pay Huge Dividends in your Virtual/Work at Home Contact Centers
Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. This feeling makes them much happier at work.
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How Applying Key Sports Principles Can Boost Your Customers’ Experience
Beyond Philosophy
JANUARY 25, 2024
Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. It’s not glamorous.
Elevate Your Business Communication: The Ultimate Guide to Setting Up a Virtual Phone System
NobelBiz
NOVEMBER 20, 2023
In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication.
The Supervisor Cadence – Does It Drive the Wrong Behavior?
CCNG
MARCH 30, 2022
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.”
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Contact Center Industry Perspectives and Resources
CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.
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3 Types of Call Center Environments Post-COVID
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. 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. Physical call center environments.
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How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.
How to Train and Support Remote Customer Service Employees
Myra Golden Media
APRIL 28, 2021
When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m a contact center supervisor who trains, yet I don’t have a training background. What advice can you give me? Provide incentives.
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5 Best Practices for Training Remote Call Center Agents
Fonolo
AUGUST 5, 2021
How to Foster Agent Engagement in a Hybrid Contact Center. 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. Working in a hectic environment can also be a major hurdle to the success of agents in remote training situations.
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A Human-Centric Approach to Virtual Agents Changes the Game For Customer Satisfaction
SmartAction
APRIL 11, 2024
Virtual voice agents can be a blessing or a curse for your customers. Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. and switching to your competitor. The solution? Personalize it.
Avoiding Work-at-Home Virtual Shock
Virtual Live Labs
SEPTEMBER 30, 2020
Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. Leaders in this new virtual contact center struggled to engage their employees.
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Avoiding Work-at-Home Virtual Shock
Virtual Live Labs
SEPTEMBER 30, 2020
Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. Leaders in this new virtual contact center struggled to engage their employees.
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4 Ways to Keep Your Remote Agents Engaged
Outsource Consultants
JUNE 6, 2022
In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy.
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5 Virtual Call Center Management Tips That Work
Fonolo
MARCH 3, 2022
Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. .
Is your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive
SharpenCX
DECEMBER 13, 2021
employees are actively engaged in their work and workplace this year. In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x Keeping your Virtual Call Center Employees Productive.
Human-Centered Design Is the Heart of Intelligent Virtual Agents
SmartAction
NOVEMBER 8, 2023
Virtual voice agents can be a blessing or a curse for your customers. Truly intelligent virtual voice assistants with a human-centric design that delights rather than displeases, with artificial intelligence (AI) that improves CSAT , decreases wait time, and lowers costs. and switching to your competitor. The solution? Personalize it.
The Virtual Call Center Starter Kit: Tools You Need to Run an At-home Call Center
Ameyo
NOVEMBER 19, 2020
Virtual call center solution is quickly transforming the face of customer service, and the global pandemic has given acceleration to it. Many businesses are pushed a decade ahead of the technology and fortunately, the call center agents can now get the flexibility to work from their preferred locations.
5 Tips for Managing Remote or Virtual Contact Center Teams
Fonolo
MARCH 30, 2020
Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.
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How to Track Remote Team’s Call Performance: A Guide for Sales and Support Leaders
JustCall
OCTOBER 19, 2023
Around 57% of candidates would look for a new job if remote working was not an option for them. On the leadership side, too, remote work is one of the top priorities. In this guide, we will dive deep into the most pressing challenges of tracking your remote worker’s calls and ensuring quality support.
3 Cloud Technology Trends to Invest in for a Better Contact Center Future
SharpenCX
OCTOBER 13, 2021
Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. 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. Remote work has many benefits for your employees.
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7 Ways to Thrive Working from Home as a Call Center Agent
Quality Contact Solutions
FEBRUARY 24, 2022
Many call centers have transitioned to a? working from home model. As a result, call center leaders appreciate the change as much as their team members do. Working from home increases flexibility, which is a win for both employees and employers. Create a dedicated space. ?You
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A Virtual Call Center Could be your New Future: Maintaining Operations for a Fully Remote Team
SharpenCX
APRIL 7, 2020
Instead, the workplace of the future looks simpler — people having the flexibility to work remotely. Download Now: 7 tactics to coach your agents, no matter where they’re working. In fact, Buffer ’s 2020 State of Remote Work report found that 98% of respondents want to continue to work remotely for the rest of their careers.
An Undeniable Choice for Current Times: Move your Contact Center Virtual for the Future to Solve Old Problems, Boost Agent Satisfaction and Drive Productivity
SharpenCX
JULY 23, 2020
Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . That’s up from 59% pre-pandemic. The Undeniable Benefits of Flexible Work.
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Preparing Your Contact Center for the Age of Virtual Agents
Taylor Reach Group
JUNE 9, 2020
These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.
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The Impact of COVID on Contact Centers: from the Experts
Fonolo
OCTOBER 27, 2020
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. My view is that the home-working model has been latently gaining steam over the past few years, but the pandemic has thrust it into the limelight. Flavio Martins, Sr.
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4 Remote Work Rules to Keep Your Agents Engaged and Productive
SharpenCX
DECEMBER 8, 2021
As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. And, only 3% want to return to fully in-person work. That’s 97% of the workforce who want some form of remote work arrangements! Remote work limits your team’s ability to collaborate and communicate consistently.
Work From Home Call Center Trends After COVID-19
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.
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5 Reasons You Should Use Cloud Calling in 2023
Calltools
MARCH 8, 2023
The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.
How to Support and Engage Your Remote Call Center Team
Fonolo
APRIL 27, 2020
Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. Improve your communication with remote employees.
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How healthcare contact centers can reframe the patient experience in the era of COVID-19
Talkdesk
AUGUST 28, 2020
The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. Given the critical services that the sector provides, they had to ensure care continuity while also protecting their own employees from contagion. We knew we had to quickly shift our agents to work from home.
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7 Ways to Thrive Working from Home as a Call Center Agent
Quality Contact Solutions
FEBRUARY 16, 2023
Many call centers have transitioned to a working from home model. As a result, call center leaders appreciate the change as much as their team members do. Working from home increases flexibility, which is a win for both employees and employers. The key is to make it personal.
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Your Call Center Business Continuity Plan: Shifting to Work from Home
TechSee
MARCH 23, 2020
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Shift your contact center to a WFT model: a seven-point plan.
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LEVERAGING VISUAL AI TO MITIGATE THE ENVIRONMENTAL AND FINANCIAL IMPACT OF TRUCK ROLLS
TechSee
APRIL 21, 2023
Governments around the globe are trying to figure out ways to reduce the number of vehicles on the road, with initiatives that range from additional taxes to drive into the city center to incentives for ride-sharing work commutes. And what is the hidden environmental cost of redundant technician home visits?
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