Callminer
JULY 16, 2018
Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged.
Contact Center Pipeline
MAY 22, 2020
You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […].
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Cyara
APRIL 30, 2020
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. This has been accomplished on impossible time tables.
CCNG
FEBRUARY 14, 2024
In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents.
Contact Center Pipeline
JUNE 10, 2020
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). I thought there was only one, really. The timing of that column was totally serendipitous.
Contact Center Pipeline
JANUARY 17, 2018
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. And a few not-so-good ones, too.
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