Tethr
JULY 22, 2020
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.
CCNG
FEBRUARY 14, 2024
Creative Strategies My organizations have set up SME teams utilizing special chat rooms to help both new and veteran agents get the answer faster or help with a process. We've set up rotating “supervisor office hours” so that a group of supervisors would be available to help agents. We've set up buddy systems within agent teams.
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Skybridge
APRIL 13, 2020
But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience. In today’s post, I’d like to highlight how your coaching process will need to change. They have to be planned.
Aspect
SEPTEMBER 21, 2018
Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Coaching requires interactive tools and discipline.
Outsource Consultants
AUGUST 3, 2020
In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Luckily, at-home agents love the flexibility and convenience of working from home.
Outsource Consultants
FEBRUARY 22, 2021
Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work.
Upstream Works
MAY 27, 2021
This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. Not only are there operational benefits for cloud contact center solutions, but many agents prefer to work this way.
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