Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home. Remote employment affords many benefits to both agents and employers. Recognize remote agents.

Effectively managing home-based call center agents is possible. Here’s how.

Tethr

Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. Learning how to train, manage and motivate agents is challenging.

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Scheduling in the Gig Economy

Aspect

Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. The driver selects a block, and at the designated time, goes to the local pickup location to start deliveries. Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In 50 cities across the U.S.,

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ).