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.

Stay Ahead of Your Competitors and Improve Agent Engagement

Speaker: Noel Roberts, CTO / VP of Marketing, Aria

Across the board, agent behavior is changing and their tasks are becoming more complex. New tools and methods were not being well leveraged even prior to the surge in at-home agents. The results are that agent engagement has been dropping while the forced work-at-home situation has made engagement even more challenging. This in turn is causing issues with both agent and customer experience. During this webinar we'll explore changing, new, and emerging ways to improve the agent experience through agent enablement, agent assistance, and automation, and how you can shift your organization and improve the customer experience.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

At-Home Call Recording & Management


With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. Are your agents processing orders with credit cards?

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The Help You Need Today


” They wanted to throttle the amount of calls that route to an agent in their call center. A large financial services firm was experiencing more inbound call volumes than their trunks or agents can support. Needing to Quickly Transition to Work-From-Home Workforce.

5 Coaching Must-Have’s for At-Home Customer Care Agents


In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. Before, your supervisors could stop by each agent’s desk to say hello or check in on performance.

COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness


Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. We understand what’s at stake.