DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Artificial intelligence (AI), automation, analytics, digital transformation, self-service, and a lot more are helping change and improve the servicing world.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. One positive outcome of the pandemic is that contact centres are being more creative with scheduling.

Management 52

Management Schedule adherence Gamification At home agents 52

Insite Managed Solutions

MAY 23, 2013

Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40