Outsource Consultants

JUNE 1, 2020

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.

At home agents 76

At home agents Gamification Call Center Consulting 76

DMG Consulting

JANUARY 29, 2021

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.,

Gamification 101

Gamification At home agents Self service Contact Center 101

Calltools

OCTOBER 19, 2022

You might want to train contact center agents to: Use a script to speed up call times during busy holiday contact center periods. A good script will help agents navigate conversations and reduce errors that extend calls. Escalate complaint calls to the correct team member to improve the customer experience.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Outsource Consultants

FEBRUARY 22, 2021

Their experience will help influence your entire call center operation. So why not just trust your call center to select their top-performing agents and wait for newly-minted supervisors to transform your customer experience? At-home work has shifted the paradigm of work incentives.

Call Center 76

Call Center Gamification Coaching Morale 76

Outsource Consultants

AUGUST 3, 2020

In short, traveling customers will have even more *cough* baggage *cough* to handle than before. . Despite the travel industry grinding to a halt in the last few months, consumers are unwilling to accept subpar customer experiences. Luckily, at-home agents love the flexibility and convenience of working from home.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Aspect

SEPTEMBER 21, 2018

Not everyone makes the perfect work at home agent. Define the Home Office. Your agent’s ability to work from home will define the success of your program, and will have a direct impact on the customer experience delivered. Define strategies to support the launch or new work at home agents.

At home agents 78

At home agents Coaching Gamification Metrics 78

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62