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. This hurried approach frequently left customers feeling dissatisfied.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Serenova

AUGUST 23, 2019

Maintaining consistently high levels of customer experience through the ebb and flow of volume is critical for businesses to thrive in any season. Modern contact centers now also have an increasingly powerful arsenal of technology to help deliver digitally transformed customer care in any season.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Talkdesk

MAY 12, 2020

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. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

OrecX

MAY 1, 2020

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. Key Features. Live monitoring.

Management 71

Management voip Telemarketing At home agents 71

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. It’s an evolution of WFO to WEM. About the Author.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Delivering an outstanding omnichannel CX at all touchpoints in the customer journey requires the right blend of people, processes, and technology.

Contact Center 77

Contact Center Self service Enterprise Gamification 77

pindrop

APRIL 30, 2020

Business continuity plans have been pressure tested beyond their author’s expectations, with the effects felt in operations, security, and customer experience. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. CONCLUSION.

Contact Center 75

Contact Center Banking Government At home agents 75