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.
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. However, these natural office occurrences don’t “just happen.”
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Tethr
MARCH 3, 2020
Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. 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. Preparation all around.
Tethr
JULY 6, 2020
Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered. Managers can surface impactful coaching opportunities to help reps reach their goals.
24-7 InTouch
APRIL 3, 2020
Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?
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. Leverage analytics to offer targeted agent training and coaching.
Skybridge
APRIL 21, 2020
It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training. Myth: At-Home Agents Feel Neglected and Become Disengaged. The key is allowing your at-home agents to enjoy the best of both worlds. Those people exist.
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