DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. And even BC plans that had work-at-home (WAH) guidelines for agents were unlikely to have documented best practices for supervisors or managers who unexpectedly needed to work remotely. . WAH Considerations for Contact Centers.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

DMG Consulting

JANUARY 10, 2022

Contact Center Workplaces Are in the Midst of a Renaissance. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. It’s time for this to translate into lasting improved treatment for contact center employees.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Calltools

OCTOBER 19, 2022

The holiday season — less than seven weeks away now — is almost always the busiest time of the year for contact centers. This year will likely be the same, so contact center managers must prepare for the holiday rush. Follow these nine holiday contact center tips! Train Contact Center Agents.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What key metrics should call centers measure for voice, chat, email, and SMS?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. A cautiously optimistic approach is needed as contact centers adapt and respond to the shifting business landscape that has developed around COVID-19.

Contact Center 52

Contact Center At home agents Coaching Education 52

DMG Consulting

JULY 9, 2021

Practical Considerations for Hybrid and Work-at-Home Contact Center Employees. Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

EPIC Connections

SEPTEMBER 27, 2017

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. Hiring the Right Agents.

At home agents 35

At home agents SaaS Education Contact Center 35

Tethr

MARCH 3, 2020

Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. After all, management must also adapt to a new landscape. Learning how to train, manage and motivate agents is challenging. Nail down at-home agent policies and guidelines.

Call Center 83

Call Center At home agents Management contact center workforce 83

DMG Consulting

DECEMBER 7, 2020

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. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. But maybe there is another way, one the pandemic brought home for enterprises. But maybe there is another way, one the pandemic brought home for enterprises.

Management 67

Management At home agents Contact Center Self service 67

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. Contact Centers Moving Forward at an Accelerated Pace. Adding digital channels is a step in the right direction and a necessity for contact centers of all sizes in all verticals, but it is just the beginning. May 25, 2021 Donna Fluss.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

SharpenCX

JULY 23, 2020

Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.

Contact Center 101

Contact Center Call Center Education At home agents 101

Noble Systems

AUGUST 8, 2019

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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

pindrop

APRIL 30, 2020

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. INSIGHT 1: THE EARLY SYMPTOM – BROKERAGES AND CALL VOLUME.

Contact Center 75

Contact Center Banking Government At home agents 75

Outsource Consultants

JUNE 6, 2022

While the data certainly seems to indicate that fears of evaporating productivity in an at-home working environment were unfounded, maintaining employee engagement tends to take some effort. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.

Gamification 128

Gamification At home agents Morale Employee engagement 128

DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

Aspect

MARCH 26, 2020

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. Inundated with Inbound Calls. Your success is our success.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

DMG Consulting

MARCH 2, 2021

Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. These solutions provide a framework for operationalizing and incentivizing KPI-based achievements using the metrics that matter most to the contact center and the enterprise.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

Skybridge

APRIL 29, 2020

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. The answer, I believe, depends on how you’re perceiving – and managing – your current “short-term” solution.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

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. The answer, I believe, depends on how you’re perceiving – and managing – your current “short-term” solution.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Aspect

JANUARY 12, 2018

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 the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Tethr

JULY 6, 2020

Here are some areas contact centers are giving a little extra attention to after dealing with the side effects of the illness that shook up the whole world. In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. A real strategy for sudden increased call volumes.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

Serenova

JUNE 6, 2019

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. For most contact centers, the cloud means increased security.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? Virtual, or utilizing “at-home” agents.

outsourcing 62

outsourcing Calibration Contact Center Call Center 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. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry.

At home agents 52

At home agents Contact Center Coaching Morale 52

VocalCom

JUNE 22, 2020

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 ). Contact Center .

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Taylor Reach Group

JUNE 20, 2017

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. Chat is one of many tools in the Contact Center arsenal and we need to understand where it can work best and why. .

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. But what about at-home or gig workers? FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Pipkins

SEPTEMBER 29, 2017

Pipkins has endeavored to tackle six obstacles Reidy highlighted in his speech that companies need to manage to create a successful telecommuting experience: Monitoring the employees’ productivity. Interaction with co-workers and management. a problem encountered much more often with work at home employees. Proper scheduling.

Management 40

Management Coaching At home agents Contact Center 40

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The COPC CX Standard is available in three versions: Contact Centers, Release 7.0. Vendor Management Organizations, Release 6.1. Customer Operations, Release 7.0. and COPC Inc.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

DMG Consulting

APRIL 20, 2020

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. What Contact Center Managers Do Now.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Call Design

MAY 28, 2019

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. Dynamic Scheduling – For flex agents or work-at-home agents, could you increase your options for schedule flexibility?

At home agents 60

At home agents Contact Center Self service Management 60