Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice. MORE

How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer MORE

Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Contact centers especially struggle with how to train, manage, and engage agents properly. Tips to Keep At-Home Agents Engaged. MORE

Are Work at Home Agents Much Happier? Many people believe that working at home will make them much happier as the convenience is second to none. However, there are several challenges agents face in the work at home environment which could significantly offset the perks of working at home: Lack of Leadership. For a 100 agent center with a 40% attrition rate, the annual attrition cost exceeds $100,000. MORE

With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”. Remote Staffing / Training Agent Training MORE

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. MORE

Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce. Contact Center MORE

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The Current State of the At-Home BPO Model. Employee preferences for flexibility and convenience have grown the prevalence of at-home models. MORE

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed. MORE

In fact, some innovative outsourced call centers, such as Advantage Communications , are making the most of stay-at-home agents to enhance the world-class customer service they are providing on behalf of their clients. The gig economy is booming, allowing companies to hit workforce targets in a market where skill shortages are a huge concern. Did you know that homesourcing can be the perfect complement to your company’s current outsourced customer service program ? MORE

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. The first question you should ask yourself is: Why do you want a home-based model? Hiring the Right Agents. Not all agents are good candidates for the at-home model. MORE

Many companies have already instituted work from home policies, and those that haven’t are either configuring the logistics to do so or developing a plan in case it’s needed in the future. In many cases, simply asking employees to work from home is not as easy as it sounds. MORE

Work at Home vs. Work in Office. Contact center leaders are trying to determine if they should move their staff back to the office or allow them to continue to work from home once the pandemic is no longer a threat to their wellbeing. MORE

In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. MORE

When you think of working from home, several benefits come to mind. And, if you usually eat out for lunch, you can save money by eating home-cooked meals. Working from home can also improve one’s work-life balance and help reduce the […]. MORE

They also couldn’t easily adjust agents to different queues resulting in some customer service teams being overwhelmed while others sat idle. inContact’s Agent Interface automatically provides all the information they need to be the voice of any brand.”. With inContact, Columbia can manage agents in multiple buildings, states, and even multiple countries on a single platform regardless of physical location, team size, call volume, or other normal constraints of a PBX-based solution. MORE

Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. Learning how to train, manage and motivate agents is challenging. MORE

Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. Our security solutions for work-at-home agents won recognition in. MORE

With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. At-Home Agents Home-Based Agents Work At Home MORE

A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […]. Featured 2018 predictions award-winning call center call center contact center remote work technology work-at-homeIt’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. MORE

Evolving to an At-Home Agent Experience While many contact centers rely on traditional office setups, as the effects of the COVID-19 pandemic develop and we all work together to slow the virus’ spread through social distancing, there could be an effect on how you coordinate your agents. MORE

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution. MORE

With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or [.] Fraudsters don’t stop their crimes because of a pandemic. MORE

Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU Our workforce optimization experts share pointers for how to score as many calls as possible in a distributed setting using automation. Working From Home MORE

In addition to Internal and PSTN call recording, RECITE has the unique ability to record calls from remote users and at-home agents and from a mobile device via the Allworx Reach™ client,” said Chard Johnston, VP of Product Management at Numonix. Proven software-based RECITE solution, which seamlessly integrates with Allworx at hundreds of end-user locations nationwide. MORE

With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. At-Home Agents Home-Based Agents Work At Home MORE

Agents who work from home present different benefits and challenges for call centers. Remote agents can miss out on this opportunity and experience. MORE

Working from home has become an acceptable and appealing option for call center agents. MORE

There are so many distractions in people’s homes, we couldn’t possibly expect them to be productive while not directly in our line of sight” is a common argument. The truth of the matter is that without the burden of commuting and with the work-space so close at hand the majority of remote workers tend to start work earlier AND stay online longer than their in-office peers. Set a core “hours of availability” for your team so they are online at the same times. MORE

Remote Working at-home agents call center contact center flexible scheduling remote staffing models remote work WAH WFH work from home work-at-home MORE

Question: What are some best practices for at-home agents? Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Ensure supervisors are comfortable using the technologies that help them manage remote agents. Provide regularly scheduled feedback on agent evaluations, reflecting both strengths and opportunities. MORE

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif. MORE

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home. Remote employment affords many benefits to both agents and employers. Agents save time and money by not having to commute to the office. MORE

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). MORE

Understanding your remote workforce: The most important metrics to look at You’ve set up at-home agents. So, you’ve taken the plunge, and, like many other contact centers, you’ve got your agents set up to work from home. MORE

How can insurers boost their agility by hiring more at-home agents to handle calls without compromising data security? For forward-thinking companies there is an answer MORE

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. Whatever the workstyle or workspace, an agent needs to be efficient and productive. While remote work from home is free range, it isn’t a free-for-all. Remote staff call center contact center remote agents remote staff work-at-home MORE

In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. In case of a call center each agent that is talking over the phone provides and audio stream for the correlation. Noise removal for at-home agents. MORE

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. Workforce management to add efficiency across your agent pool. MORE

The traditional call center powerhouses with weak work-at-home solutions are hurting. . Pure Play Work at Home BPOs Make a Power Play. As expected, pure-play work at home BPOs have been fielding client requests faster than they can onboard. MORE

The benefits are clear and proven for both remote call center agents and the companies they work for. Learn how to keep call centre agents engaged and delivering great customer service in our latest blog. Tags: wallboards remote agents Contact Center Agents contact centre solutions Read more about 4 steps to ensure ‘at home’ agents stay engaged with the call center. MORE