Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Skybridge

APRIL 21, 2020

But today, with virtual private network (VPN) technologies, two-factor authentication, proven management protocols, and a skilled IT, it is entirely possible to maintain data security. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training.

At home agents 52

At home agents Coaching Customer Care Best practices 52

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

COPC

OCTOBER 22, 2021

certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. certification status for its work-at-home operation in 2019. Organizations like Transcom rely on COPC Inc.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

Outsource Consultants

OCTOBER 4, 2021

It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. Recommend leading-edge technologies to scale revenue and growth. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Skybridge

APRIL 13, 2020

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. Choosing the right system depends on compatibility with your other technology as well as budget.

Coaching 52

Coaching Customer Care At home agents Call Center 52

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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Vistio

JULY 27, 2021

The below are the specific steps that need to be taken by senior leaders focusing on process, technology, and culture in order to deliver excellent customer service regardless of the agent’s physical location. Step 1: Treat Every Agent Equally. Technology. >>Keep your agent tech stack simple.

Contact Center 52

Contact Center At home agents Technology CRM 52

Outsource Consultants

FEBRUARY 22, 2021

In order to make sure agent supervisors have adequate training, BPO providers need to make frequent reviews of their technology and programs. And the best call centers are already building supervisory best practices around specific soft skills: Trustworthiness. Innovation — Key to Building Better Call Centers.

Call Center 76

Call Center Gamification Coaching Morale 76

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

JULY 9, 2021

(For this to happen, contact center supervisors need to be freed from all of the superfluous jobs they are given, such as creating reports and managing the “sick/late” phone line and special projects, so that they can spend their time assisting their agents and customers.).

Contact Center 67

Contact Center Coaching At home agents Best practices 67

NICE inContact

NOVEMBER 8, 2018

In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” ” In other words, because they have their contact center in the cloud, they can recruit at home agents and they aren’t limited to recruiting locally – the entire country is their oyster.

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. With today’s technology, call center vendors offer their services both on-premises and cloud-based. Virtual, or utilizing “at-home” agents.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

NICE inContact

FEBRUARY 16, 2016

The technology of the new age means near-instant file transfers and a range of technology options to communicate from almost every corner of the globe. That being said, many of these concerns for remote workers can also be addressed through technology.

Transportation 48

Transportation At home agents Technology Feedback 48

NICE inContact

APRIL 13, 2016

Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents? The adaptation of remote and at-home agents is forcing managers and supervisors to change the way they manage.

Contact Center 69

Contact Center Management At home agents Coaching 69