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The At-Home Agent Model is Here To Stay – What You Need to Know

Outsource Consultants

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities.

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Can gamification be used for work-at-home (WAH) agents?

DMG Consulting

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.

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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

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The Future of Remote Agent Call Centers

Outsource Consultants

This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. Your HQ or “hub” feeds the decentralized “spokes” of your at-home agents, with in-person visits typically narrowed around ongoing training or remedial supervision for under-performing team members.

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The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

Luckily, solutions have emerged, like gamification, to give supervisors fun and motivating incentives that target key performance metrics, such as: Best CSAT agent score. These incentives can be shared with all your agents and integrated into existing solutions and third-party tools. Lowest AHT. Highest FCR. They should.

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What are the mobility capabilities of WFM solutions?

DMG Consulting

Mobility features provide agents with 24/7 access to schedules and self-service capabilities, making it easy for them to view their schedule; sync work schedules with personal online calendars; request time off; view, initiate or accept shift trades; and make or request other schedule modifications (e.g.,

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Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Set Goals — Just like lowering AHT, you call center agents should always be aiming toward metric goals.