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‘Training on the Fly’ Might Be the Secret Weapon Your Agents Need

Vistio

It enables agents to practice handling tough customer interactions whenever they have a few minutes to spare. Between calls, during slow shifts, or even at home, agents can fine-tune their skills without the need for scheduled training sessions. Take ServiceSim, for example.

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Scheduling in the Gig Economy

Aspect

Studies show that 95% of agents are only willing to drive up to 30 minutes to work. For more specialized skills, contact centers may need to reach out beyond that current geographic boundary, further stimulating the need for part-time work-at-home agents.

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Keep Your Call Center At-Home Agents Engaged

Callminer

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Communication is key.

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Keep Your Call Center At-Home Agents Engaged

Callminer

It is essential that you create a plan and strategy for keeping at home agents engaged from afar. Read 8 tips to keep remote call center agents engaged.

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On-Trend: At-home Agents

Contact Center Pipeline

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […].

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Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Contact Center Pipeline

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents.

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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. And a few not-so-good ones, too.