Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Issue a company computer to manage security and software compliance.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Serenova

JUNE 6, 2019

When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Serenova

OCTOBER 7, 2020

To overcome the challenges of managing a remote workforce, while maintaining the customer service experience for your customers, you need the right technologies and policies in place to support your teams as they navigate the transition. Don’t micro-manage agents. Macro-manage the customer experience.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?

Contact Center 69

Contact Center Management At home agents Coaching 69

DMG Consulting

AUGUST 3, 2020

AQM frees QM specialists to concentrate on what their jobs are intended to be – coaching agents and helping them realize their full potential. . This allows companies to include IA findings in their enterprise performance management dashboards and is helping to establish IA as a mission-critical tool at the enterprise level. .

Enterprise 78

Enterprise Contact Center At home agents Analytics 78