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.

Coaching 82

Coaching Call Center At home agents Best practices 82

Skybridge

APRIL 13, 2020

In today’s post, I’d like to highlight how your coaching process will need to change. 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. Because first time remote managers are going to make mistakes.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

COPC

MARCH 23, 2020

This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations. TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19.

At home agents 52

At home agents Consulting Consulting Government 52

Serenova

JUNE 6, 2019

In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. For example, are advances in artificial intelligence (AI) and interactive voice response (IVR) the solution? Support and Collaboration of Remote Agents. The answer is yes.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

AUGUST 3, 2020

IA is an essential input into the customer journey analytics (CJA) process, particularly when the feedback is provided on a timely basis. AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. .

Enterprise 78

Enterprise Contact Center At home agents Analytics 78