Talkdesk

MARCH 14, 2018

When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%). Talent Priority #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Insite Managed Solutions

MAY 23, 2013

Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140