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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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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. Desktop analytics to monitor application usage.

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Effectively managing home-based call center agents is possible. Here’s how.

Tethr

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Create a training protocol with information that addresses things all at-home agents need. Nail down at-home agent policies and guidelines.

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Important post-COVID strategies for the call center

Tethr

Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered. Publish one, revisit it often and make sure it is understood and distributed to your entire team.

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Developing a Contact Center Work-At-Home Program

DMG Consulting

While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. working space, security, and more.

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Stop Believing These 5 Common Myths About Working From Home

Skybridge

It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training. Myth: At-Home Agents Feel Neglected and Become Disengaged. The key is allowing your at-home agents to enjoy the best of both worlds. We would love to talk.

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The role of quality inside the home-based coaching and agent relationship

Tethr

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.