INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. 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
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. 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. Contact centers especially struggle with how to train, manage, and engage agents properly. MORE
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. MORE
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! 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. For a 100 agent center with a 40% attrition rate, the annual attrition cost exceeds $100,000. MORE
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. 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. Set a core “hours of availability” for your team so they are online at the same times. 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 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
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. 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
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
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. MORE
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. MORE
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. MORE
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. 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 […]. 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. MORE
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. MORE
At home agents Related Topics Callminer
JULY 16, 2018
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.
Insite Managed Solutions
NOVEMBER 14, 2018
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.
Contact Center Pipeline
JANUARY 17, 2018
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.
Eckoh
AUGUST 16, 2018
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
DMG
MAY 14, 2018
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.
EPIC Connections
SEPTEMBER 27, 2017
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.
inContact
FEBRUARY 16, 2016
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.
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Contact Center Pipeline
JANUARY 31, 2018
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 […].
Eckoh
SEPTEMBER 5, 2018
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
Taylor Reach Group
NOVEMBER 30, 2018
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.
inContact
NOVEMBER 8, 2018
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!
Aspect
SEPTEMBER 21, 2018
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.
inContact
MARCH 23, 2016
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.
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OctopusTech
SEPTEMBER 18, 2018
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.
Platform28
DECEMBER 11, 2014
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.
Aspect
JANUARY 12, 2018
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.
inContact
APRIL 13, 2016
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.
Pipkins
SEPTEMBER 29, 2017
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.
Insite Managed Solutions
MAY 23, 2013
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.
Taylor Reach Group
JUNE 20, 2017
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.
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