At home agents Coaching Customer Experience Gamification 
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.
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.
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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.
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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.
CSM Magazine
DECEMBER 15, 2020
M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. These applications now include features and functions that recognise the value and wellbeing of employees, as well as the associated impact on customer experience (CX). It’s an evolution of WFO to WEM.
DMG Consulting
JANUARY 10, 2022
The working world has changed, and so must contact centers; companies that want to be able to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment that enables them to deliver a consistently outstanding customer experience (CX).
COPC
MARCH 23, 2020
Scott Rohrer, Global Leader of Work-At-Home Business for TechM, agrees that communication is important. All standard contact centre processes have been virtualised such as eLearning, virtual-side-by-side nesting, remote access, face-to-face coaching via video conferencing, virtual breakrooms, persistent SmartChat and town hall meetings.
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