On-Trend: At-home Agents
Contact Center Pipeline
MAY 22, 2020
Remote Working at-home agents call center contact center flexible scheduling remote staffing models remote work WAH WFH work from home work-at-home
At home agents Related Topics 
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Voice Quality Validation for At-Home Agents
Cyara
APRIL 30, 2020
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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Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Contact Center Pipeline
SEPTEMBER 17, 2020
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.
Evolving to an At-Home Agent Experience
LiveVox
MARCH 23, 2020
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.
Keep Your Call Center At-Home Agents Engaged
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. 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.
The At-Home Agent Model is Here To Stay – What You Need to Know
Outsource Consultants
JUNE 1, 2020
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.
6 Common Sense Practices to Share with Work-at-Home Agents
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. Remote staff call center contact center remote agents remote staff work-at-home
Call Center Software Tips for the Best At-Home Agents
TCN
MAY 21, 2021
Before we get too far into our call center tips for at-home agents, I’d first. The post Call Center Software Tips for the Best At-Home Agents appeared first on TCN. Agent Efficiency Cloud Call Center Software
Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU
LiveVox
APRIL 27, 2020
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
Tips on Training Work-At-Home Agents
Playvox
FEBRUARY 17, 2020
Agents who work from home present different benefits and challenges for call centers. Remote agents can miss out on this opportunity and experience.
Working From Home—A Growing Necessity
Contact Center Pipeline
AUGUST 25, 2020
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 […].
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Successfully switch your contact center to a remote workforce of at-home agents in three simple steps
LiveVox
APRIL 15, 2020
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.
Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace
Playvox
AUGUST 11, 2021
I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be making my debut musical appearance three months after the birth of my son.
What are some best practices for at-home agents?
DMG Consulting
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.
How to de-risk your at-home agents
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
Are Work at Home Agents Much Happier?
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. 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.
The Gig Economy: Why At-Home Agents Perfectly Complement Your Outsourced Customer Service
Advantage Communications
SEPTEMBER 23, 2019
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 ?
Work at Home Agents: How the Right Tech Makes it Work
Playvox
FEBRUARY 6, 2020
Working from home has become an acceptable and appealing option for call center agents.
The Work-at-Home Discussion Continues
DMG Consulting
APRIL 6, 2022
The Work-at-Home Discussion Continues. percent expect them to work at home; and 68 percent are planning for a hybrid staffing model where employees split their time between coming in to the office and staying at home. My Donna Fluss.
4 steps to ensure ‘at home’ agents stay engaged with the call center
Inova Solutions
JANUARY 14, 2020
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.
Contact Center Workplaces Are in the Midst of a Renaissance
DMG Consulting
JANUARY 10, 2022
This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. Importantly, many of the modifications that contact center agents are requesting will not cost companies more and might even reduce operating expenses.
Rising Wages and the Contact Center Industry
Outsource Consultants
MARCH 8, 2022
Due to these tighter margins, BPO leaders have had no choice but to renegotiate contracts in an attempt to avoid operating at a loss, often doing so with little warning to their clients. India is set to experience a rise similar to the 2021 numbers in America at 9 percent.
The Future of Remote Agent Call Centers
Outsource Consultants
NOVEMBER 29, 2021
Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. This has created improvements to team efficiency, bottom-line revenue, and agent morale.
The New Trend in Outsourced Call Center Solutions: 6 Ways At-Home-Agents Benefit Your Customer Service
Advantage Communications
JUNE 4, 2019
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
From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started
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.
Five Customer Service Outsourcing Trends to Expect in 2022
Outsource Consultants
OCTOBER 4, 2021
It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. At-Home Agents BPO Industry Customer Service
4 Ways to Reduce CX Outsourcing Costs in 2022
Outsource Consultants
MARCH 31, 2022
The biggest impact made by technology is arguably the ability to reduce the amount of time an agent spends on the line. Using AI as a supporting element in your call center better utilizes agents to handle the more complex transactions and cuts down on incoming calls.
Record Calls from Remote Users, at-Home Agents and From a Mobile Device: Numonix Debuts RECITE for Allworx
Natalie Petouhof
FEBRUARY 16, 2016
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.
4 Reasons the BPO Industry Can Be Thankful
Outsource Consultants
NOVEMBER 17, 2021
From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model. The topics of these inquiries may have shifted, but the demand for agents to handle them remained largely unchanged. At-Home Agents BPO Industry Customer Service
Practical Considerations for Hybrid and Work-at-Home Contact Center Employees
DMG Consulting
JULY 9, 2021
Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily. be allowed to work from home?
Contact Centers’ Road Map to Success in the New Normal
DMG Consulting
SEPTEMBER 20, 2021
Contact centers and service organizations have responded with amazing agility, professionalism, and grace in the face of great adversity, evidenced by the speed and success of contact center leaders’ efforts to move thousands of employees out of the office to work at home, in a matter of days. Contact Centers Moving Forward at an Accelerated Pace. Work-From-Home Is Essential for the Future. Contact Centers’ Road Map to Success in the New Normal.
Pandemic Proves the Flexibility of CCaaS Solutions
DMG Consulting
APRIL 20, 2020
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.
The 3 “I”s to Empower Your Call Center Supervisors in 2021
Outsource Consultants
FEBRUARY 22, 2021
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.
Onboard, Train and Engage Remote Agents with Gamification
Noble Systems
AUGUST 8, 2019
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.
The Outsourcing Shuffle: 4 Ways COVID-19 is Changing the Face of the BPO Industry
Outsource Consultants
MAY 8, 2020
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.
Transform Triage Tactics into a Long-Term Strategy
Sykes
APRIL 29, 2020
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
Transform Triage Tactics into a Long-Term Strategy
Sykes
APRIL 29, 2020
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
Columbia Sportswear Takes Customer Service to the Cloud
NICE inContact
DECEMBER 9, 2015
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.
Overcoming Obstacles of a Remote Workforce
NICE 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. 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.
Call Center Metrics and KPIs to Measure Performance and Productivity
Customer Serv Outsource Smarter
MARCH 21, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.
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