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. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

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

At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. VPN support. Questions to Ask Yourself.

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. One positive outcome of the pandemic is that contact centres are being more creative with scheduling.

Management 52

Management Schedule adherence Gamification At home agents 52

pindrop

APRIL 30, 2020

As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe.

Contact Center 75

Contact Center Banking Government At home agents 75

Insite Managed Solutions

MAY 23, 2013

A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Customer Channel Preference. Top 5 Self-Service Pitfalls. Related Posts.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52