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.

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Coaching Call Center At home agents Best practices 80

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.

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Coaching Customer Care At home agents Call Center 52

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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Call Center At home agents Management contact center workforce 82

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.

At home agents 52

At home agents Consulting Consulting Government 52

Serenova

OCTOBER 7, 2020

Give agents structure and agency. 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.” Provide continuous, individual feedback. The Future of the Contact Center.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

DMG Consulting

JULY 9, 2021

These are short contacts (face-to-face on-site or by video when remote) to check in with each agent, answer their questions, and ensure they have the support they need for the day. These include applications that automatically identify agent performance trends and opportunities and alert supervisors in real time when help is needed.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

Insite Managed Solutions

MAY 23, 2013

Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers. Related Posts. Jenine Kent.

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Contact Center Technology Gamification call center workforce 40