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

Tethr

Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

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

Skybridge

In today’s post, I’d like to highlight how your coaching process will need to change. They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. However, these natural office occurrences don’t “just happen.”

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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. Managers can surface impactful coaching opportunities to help reps reach their goals.

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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. Surface impactful coaching opportunities to help your reps reach their goals regardless of where they are working. Nail down at-home agent policies and guidelines.

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Work-From-Home Agent Models: Key Considerations For A Seamless Agent Experience

24-7 InTouch

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?

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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. Those people exist.

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Work from home programs are no longer a reward system

Aspect

50% of millennial agents said they would be interested in an on-demand job. Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent.