COPC

MARCH 23, 2020

“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. What sort of an environment do Work-At-Home agents need? At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 52

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

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