Aspect

SEPTEMBER 21, 2018

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.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Serenova

JUNE 6, 2019

The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Click here for resources on best practices and solutions to help.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

NICE inContact

APRIL 13, 2016

This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. Knowing this information can help you be prepared with better training and coaching that reflects your center’s needs. Are you scheduling the right agents at the right time?

Contact Center 69

Contact Center Management At home agents Coaching 69