Tethr

JULY 6, 2020

All new call center agents should be introduced to a regularly updated continuity plan so that in the event of a disaster or a pandemic, the process can be smooth and systematic. 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.

Call Center 115

Call Center At home agents Contact Center Contact center software 115

Tethr

MARCH 3, 2020

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.

Call Center 84

Call Center At home agents Management contact center workforce 84

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

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. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk.

Management 52

Management Schedule adherence Gamification At home agents 52

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. Support and Collaboration of Remote Agents.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Be sure to communicate that coaching is a tool to identify where they need help, give them the resources they need, and make them more successful.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Call Center Coaching Can Lead to Attrition.

Contact Center 40

Contact Center Technology Gamification call center workforce 40