At home agents Coaching Events Metrics 
Callminer
JULY 23, 2019
The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. When an agent is struggling to perform, it’s a good idea to offer the agent some extra attention.
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.
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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.
Serenova
OCTOBER 7, 2020
While it can be frustrating to lose direct visibility into how call center agents are spending their time in a work from home setting, it’s ultimately topline CX metrics like C-Sat and NPS — not any given agent’s keystroke count or time spent browsing Reddit — that speak to your performance.
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. 2017 Key Metric Success. Jenine Kent.
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