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. Key Features. VPN support.

Management 71

Management voip Telemarketing At home agents 71

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. Artificial intelligence (AI), automation, analytics, digital transformation, self-service, and a lot more are helping change and improve the servicing world.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

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

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

Serenova

AUGUST 23, 2019

But striking the balance of maintaining high service levels while controlling costs is tricky. The result is blocked calls, unavailable service, poor overall customer experience and, ultimately, lost business. The new, more cost-effective answer to the need for additional staff is work-from-home agents.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52