Keep Your Call Center At-Home Agents Engaged

Callminer

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. Contact centers especially struggle with how to train, manage, and engage agents properly.

6 Common Sense Practices to Share with Work-at-Home Agents

Contact Center Pipeline

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.

Are Work at Home Agents Much Happier?

Insite Managed Solutions

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. For a 100 agent center with a 40% attrition rate, the annual attrition cost exceeds $100,000.

What are some best practices for at-home agents?

DMG

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.

How to de-risk your at-home agents

Eckoh

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

From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started

EPIC Connections

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.

Overcoming Obstacles of a Remote Workforce

inContact

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. Set a core “hours of availability” for your team so they are online at the same times.

Columbia Sportswear Takes Customer Service to the Cloud

inContact

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.

Top 5 Posts in January

Contact Center Pipeline

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 […].

Insurers how to de-risk your home-based agents.

Eckoh

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

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

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.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

It is important to invest in on-going professional development at all levels within the Contact Center. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not giving agents the authority to make any decisions.

This Holiday Season will Belong to the Creative Contact Center Staffers

inContact

In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” The U.S. Job market is on fire!

This Week in Enterprise Tech with inContact

inContact

Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. They want to scale up, scale down, they can bring in work-at-home agents and remote agents. We at inContact have only been in business for the cloud and that is a model which has worked well for us.” – Rajeev Shrivastava, CSO at inContact.

Work from home programs are no longer a reward system

Aspect

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest.

Intelligent Call Routing

Platform28

Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Shared-agent pools. Allows fine-grained control in shared-agent pool scenarios.

5 Benefits of Blended Call Center You Should be Aware of

OctopusTech

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. A blended call center is one where agents both make and receive calls to meet the demands of strategic dictate. e)Agents Extensions. g)Support for Work-at-Home Agents.

5 Helpful Contact Center Tools for Managers

inContact

Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents? Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time? This is often a struggle for a number of organizations because many are still using Excel spreadsheets to forecast and extract data for agent scheduling.

Scheduling in the Gig Economy

Aspect

Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. The driver selects a block, and at the designated time, goes to the local pickup location to start deliveries.

10 Tips for Handling the Holiday Returns Rush in Your Call Center

Talkdesk

Recruit agents from other departments. If your frontline of call center agents is scrambling to meet the needs of holiday returns callers, recruit them some backup. Ask agents from other departments to field frontline calls. Leverage at-home agents.

Workforce Management Tools Enable Successful Telecommuting

Pipkins

Jim Reidy spoke about telecommuting at the Society for Human Resource Management’s 2016 Employment Law & Legislative Conference in Washington, D.C. Some suggest the distractions at home are different from the office, but still exist as a drain on productivity.

The Top 3 Contact Center Talent Priorities in 2018

Talkdesk

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. Leveraging intelligent staffing tools like Teleopti help to optimize customer experience, agent retention and efficiency.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

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.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat at Transaction Points. Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Google translator is imperfect and French Canadian friends may laugh at some of the translations, but each interaction is better and I think eventually that is where live chat will go. There is also this false idea that through live chat, you can multitask and handle multiple inquiries at once. Chat at Transaction Points. Endless Agent Options.