CCNG

FEBRUARY 14, 2024

So, with every class of new hires, we were tweaking our nesting process to try to help new agent speed to competency improve more quickly. We were surveying new hires almost daily to see where we could improve. We had special tutors available for our remote agents when they arrived in nesting.

Contact Center 195

Contact Center At home agents Coaching Management 195

Upstream Works

MAY 27, 2021

This may have been uncharted territory earlier, but cloud is the right deployment model for a distributed workforce, and many contact centers now see how work at home agents can be sustainable long-term. In fact, a recent survey from J.D.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. This shift in issue depth requires a new level of training and better real-time information to empower agents to resolve customer issues using critical thinking skills.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Serenova

JUNE 6, 2019

In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. Not only does it mean better CX, but it creates a more meaningful and rewarding work experience for the agent, which keeps agents engaged and productive.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

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

Insite Managed Solutions

MAY 23, 2013

A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. 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.

Contact Center 40

Contact Center Technology Gamification call center workforce 40