On-Trend: At-home Agents

Contact Center Pipeline

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Voice Quality Validation for At-Home Agents

Cyara

In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls.

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Keep Your Call Center At-Home Agents Engaged

Callminer

Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Contact centers especially struggle with how to train, manage, and engage agents properly.

Evolving to an At-Home Agent Experience

LiveVox

Evolving to an At-Home Agent Experience While many contact centers rely on traditional office setups, as the effects of the COVID-19 pandemic develop and we all work together to slow the virus’ spread through social distancing, there could be an effect on how you coordinate your agents.

6 Common Sense Practices to Share with Work-at-Home Agents

Contact Center Pipeline

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. Whatever the workstyle or workspace, an agent needs to be efficient and productive. While remote work from home is free range, it isn’t a free-for-all.

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps

LiveVox

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed.

Pandemic Proves the Flexibility of CCaaS Solutions

DMG Consulting

If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. of contact center seats were in the cloud, according to DMG Consulting research. Work at Home vs. Work in Office.

The New Trend in Outsourced Call Center Solutions: 6 Ways At-Home-Agents Benefit Your Customer Service

Advantage Communications

Contact CenterToday, we live in a connected world where workers are able to work for the brands they love from any corner of the globe.

4 steps to ensure ‘at home’ agents stay engaged with the call center

Inova Solutions

Remote work is increasingly becoming the norm in many industries around the world, including contact centers and customer service departments. The benefits are clear and proven for both remote call center agents and the companies they work for. Learn how to keep call centre agents engaged and delivering great customer service in our latest blog.

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. Remote employment affords many benefits to both agents and employers. Include at-home agents in team traditions.

From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started

EPIC Connections

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. The first question you should ask yourself is: Why do you want a home-based model? There are two main challenges contact centers face when deploying this model: 1.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

10 effective tips for training WFH contact center agents

Talkdesk

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Encourage them to introduce their role on the team as well as how the agents can contact them.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Not giving agents the authority to make any decisions.

5 Helpful Contact Center Tools for Managers

NICE inContact

The same is true of any industry including contact centers. Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Here are five helpful tools that can solve common contact center issues and provide a better service. Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents?

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution.

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry.

Top 5 Posts in January

Contact Center Pipeline

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. Featured 2018 predictions award-winning call center call center contact center remote work technology work-at-home

The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?

Skybridge

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. contact-form-7 Will Yours Be One of Them?

This Holiday Season will Belong to the Creative Contact Center Staffers

NICE inContact

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. The U.S.

Brazilian Water and Sanitation Service Company SABESP Migrates Agents to a Work-from-Home Model with Vocalcom Omnichannel Contact Center Solution

VocalCom

While face-to-face agencies are closing, contact centers are vulnerable at this time, and companies must find swift solutions for ensuring business continuity without jeopardizing their staff.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

The Top 3 Contact Center Talent Priorities in 2018

Talkdesk

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. All of these agent management activities can be handled easily by a contact center admin with just a few clicks.

25 Tips & Best Practices for Identifying the Best Call Center Services

Callminer

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. When it comes to choosing a call center service, that choice becomes even more difficult.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Social Media: Social media has fundamentally disrupted the call center.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. Chat at Transaction Points.

Understanding your remote workforce: The most important metrics to look at

LiveVox

Understanding your remote workforce: The most important metrics to look at You’ve set up at-home agents. So, you’ve taken the plunge, and, like many other contact centers, you’ve got your agents set up to work from home.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

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.

This Week in Enterprise Tech with inContact

NICE inContact

Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If

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.

Increasing Agent Satisfaction with Better WFM Tools

Call Design

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction.

Increasing Agent Satisfaction with Better WFM Tools

Call Design

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction.

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.

The Help You Need Today

Aspect

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center.

Back to School: Will Your Customer Experience Make the Grade?

Serenova

For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end.

Intelligent Call Routing

Platform28

Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Shared-agent pools. Allows fine-grained control in shared-agent pool scenarios.

Work from home programs are no longer a reward system

Aspect

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest.