Expert insights. Personalized for you.
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. 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
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. 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. 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. MORE
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 TrainingRemote work isn’t the future. It’s the present. This free guide will help you get started with remote training. MORE
Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. MORE
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 MORE
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. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities. MORE
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. The post Successfully switch your contact center to a remote workforce of at-home agents in three simple steps appeared first on Livevox. MORE
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 ? 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
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. Put simply, there are fewer available agents at a time when demand is on the rise. Utilize remote agents. The post Contingency Planning With At-Home Agents appeared first on MORE
In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home. Work at Home vs. Work in Office. It’s critical for contact center managers to take care of their agents so that they can be there for customers. MORE
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. Concerns also include home-based agents’ technological environments. voice contact center agent experience call recording IVR call center cx assurance voice quality custserv work from home MORE
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 […]. 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
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. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. Learning how to train, manage and motivate agents is challenging. Your remote agents need to be provided with the best tools and trained on how to use them. MORE
Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. Our security solutions for work-at-home agents won recognition in. MORE
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. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. For many of those businesses, they’ve reacted with triage solutions, in which employees set up home-offices at kitchen tables, sofas and recliners. 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 […]. Featured 2018 predictions award-winning call center call center contact center remote work technology work-at-homeIt’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. MORE
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 post Evolving to an At-Home Agent Experience appeared first on Livevox. COVID-19 Digital Transformation Working From Home MORE
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. MORE
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 [.] The post How biometrics can keep fraudsters at bay appeared first on What’s next. Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. MORE
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. The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. MORE
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. The post Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU appeared first on Livevox. Working From Home MORE
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. MORE
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 MORE
Agents who work from home present different benefits and challenges for call centers. Remote agents can miss out on this opportunity and experience. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. HR Management for CX MORE
Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress. 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. 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. MORE
Remote Working at-home agents call center contact center flexible scheduling remote staffing models remote work WAH WFH work from home work-at-homeYou 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. 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 Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif. MORE
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. MORE
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”). Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environmentI thought there was only one, really. The timing of that column was totally serendipitous. We had no idea when we were […]. MORE
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. Hopefully, the transition went as smoothly as it could have at such short notice; you got. The post Understanding your remote workforce: The most important metrics to look at appeared first on Livevox. 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
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 MORE
In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. In case of a call center each agent that is talking over the phone provides and audio stream for the correlation. Noise removal for at-home agents. MORE
The traditional call center powerhouses with weak work-at-home solutions are hurting. . Further, remote conditions in the region have exacerbated the security and compliance risk to organizations, as agents handle sensitive information, from financial data to medical records, via workspaces that lack normal security protocols. . Pure Play Work at Home BPOs Make a Power Play. At-Home Agents BPO Industry MORE
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. MORE
At home agents Related Topics 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-homeYou 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.
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.
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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. Concerns also include home-based agents’ technological environments. voice contact center agent experience call recording IVR call center cx assurance voice quality custserv work from home
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.
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. The post Evolving to an At-Home Agent Experience appeared first on Livevox. COVID-19 Digital Transformation Working From Home
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. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.
|
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
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. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. HR Management for CX
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 […].
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. The post Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU appeared first on Livevox. Working From Home
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.
|
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. The post Successfully switch your contact center to a remote workforce of at-home agents in three simple steps appeared first on Livevox.
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 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.
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 ?
PlayVox
FEBRUARY 6, 2020
Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress.
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.
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
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.
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.
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.
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
DMG Consulting
APRIL 20, 2020
In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home. Work at Home vs. Work in Office. It’s critical for contact center managers to take care of their agents so that they can be there for customers.
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. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. For many of those businesses, they’ve reacted with triage solutions, in which employees set up home-offices at kitchen tables, sofas and recliners.
Outsource Consultants
MAY 8, 2020
The traditional call center powerhouses with weak work-at-home solutions are hurting. . Further, remote conditions in the region have exacerbated the security and compliance risk to organizations, as agents handle sensitive information, from financial data to medical records, via workspaces that lack normal security protocols. . Pure Play Work at Home BPOs Make a Power Play. At-Home Agents BPO Industry
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.
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.
Contact Center Pipeline
JUNE 10, 2020
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”). Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environmentI thought there was only one, really. The timing of that column was totally serendipitous. We had no idea when we were […].
Concentrix
OCTOBER 19, 2020
The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.
Concentrix
OCTOBER 9, 2020
Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. Our security solutions for work-at-home agents won recognition in.
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 […]. Featured 2018 predictions award-winning call center call center contact center remote work technology work-at-homeIt’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January.
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
LiveVox
APRIL 23, 2020
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. Hopefully, the transition went as smoothly as it could have at such short notice; you got. The post Understanding your remote workforce: The most important metrics to look at appeared first on Livevox.
Advantage Communications
MARCH 12, 2019
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.
The Call Center School
MAY 28, 2020
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 TrainingRemote work isn’t the future. It’s the present. This free guide will help you get started with remote training.
Nuance
APRIL 7, 2020
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 [.] The post How biometrics can keep fraudsters at bay appeared first on What’s next. Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity.
Talkdesk
SEPTEMBER 10, 2020
Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security.
SoliCall
AUGUST 9, 2020
In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. In case of a call center each agent that is talking over the phone provides and audio stream for the correlation. Noise removal for at-home agents.
Tethr
MARCH 3, 2020
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. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. Learning how to train, manage and motivate agents is challenging. Your remote agents need to be provided with the best tools and trained on how to use them.
Talkdesk
MAY 12, 2020
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. The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.
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