On-Trend: At-home Agents

Contact Center Pipeline

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Voice Quality Validation for At-Home Agents


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.

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Keep Your Call Center At-Home Agents Engaged


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.

Evolving to an At-Home Agent Experience


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.

The At-Home Agent Model is Here To Stay – What You Need to Know

Outsource Consultants

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.

Contingency Planning With At-Home Agents

Outsource Consultants

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.

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.

Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU


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

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.

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps


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.

How to de-risk your at-home agents


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

The Gig Economy: Why At-Home Agents Perfectly Complement Your Outsourced Customer Service

Advantage Communications

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.

Work at Home Agents: How the Right Tech Makes it Work


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

What are some best practices for at-home agents?

DMG Consulting

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.

4 steps to ensure ‘at home’ agents stay engaged with the call center

Inova Solutions

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 homeagents stay engaged with the call center.

The New Trend in Outsourced Call Center Solutions: 6 Ways At-Home-Agents Benefit Your Customer Service

Advantage Communications

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 Cente

Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

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. Remote employment affords many benefits to both agents and employers. Leverage gamification for at-home agent onboarding.

Pandemic Proves the Flexibility of CCaaS Solutions

DMG Consulting

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.

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.

Transform Triage Tactics into a Long-Term Strategy


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

Record Calls from Remote Users, at-Home Agents and From a Mobile Device: Numonix Debuts RECITE for Allworx

Natalie Petouhof

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.

The Outsourcing Shuffle: 4 Ways COVID-19 is Changing the Face of the BPO Industry

Outsource Consultants

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.

Overcoming Obstacles of a Remote Workforce

NICE 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

NICE 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.

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Contact Center Pipeline

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”).

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.


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

Understanding your remote workforce: The most important metrics to look at


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.

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.

Get Our First E-Book to Help Train Your Remote Agents

The Call Center School

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

How biometrics can keep fraudsters at bay


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.

Effectively managing home-based call center agents is possible. Here’s how.


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.

10 effective tips for training WFH contact center agents


Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Encourage them to introduce their role on the team as well as how the agents can contact them.

Stop Believing These 5 Common Myths About Working From Home


Somehow, this erroneous assumption, (that, if left to their own devices at home, your customer care agents will be start slacking off) has been accepted as fact. Myth: At-Home Agents Feel Neglected and Become Disengaged.

The Rising Risk of Call Center Agent Burnout in the Age of COVID-19


For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. These folks are now in their fourth month of working from home. Do Everything in Your Power to Empower Your Agents.

How to Move to a Work-At-Home Model When a Rapid Response is Required


Contact workathome@copc.com for support in setting up your Work-At- Home operations. Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge for the contact centre and BPO industry, with potentially millions of office-based employees needing to transition to a Work-At-Home environment. s Senior Consultants, has supported many Work-At-Home environments over the last ten years.

Covid-19 and Contact Center Business Continuity Plan Information Security Implications


The current pandemic has forced contact center operations leaders to take extraordinary steps to provide ongoing customer support functions with the only available option being moving facilities-based agents to a work from home model.

Developing a Contact Center Work-At-Home Program

DMG Consulting

Developing a Contact Center Work-At-Home Program. While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. However, the first step in the process is to enable contact center workers to work from their homes.

Important post-COVID strategies for the call center


Cloud technology allows for dynamic scaling to accommodate the extra agents that are often required in times of crises where the increase in contact volume is simply overwhelming. Be aware that remote work can become a reality at any time.

Contact center resilience – 5 lessons learned from COVID-19


Now, Eckoh’s experts have compiled a useful eGuide that looks at the top 5 les s ons learned from COVID-19 that can have a real positive impact on how you face the future. We’ll be looking at: Ways to succeed with reduced agent numbers.