Talkdesk

SEPTEMBER 10, 2020

This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Skybridge

APRIL 21, 2020

Myth: You Can’t Keep Data Safe With a Remote Workforce. Here’s what’s true: if you don’t invest in the right systems, it will be more difficult to protect your data. The piece that is so often missed is that data protection is not a one-time effort. Myth: At-Home Agents Feel Neglected and Become Disengaged.

At home agents 52

At home agents Coaching Customer Care Best practices 52

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

Calltools

MARCH 8, 2023

You won’t have to safeguard the network and routing elements of your communications system and can securely store and access voice data over the internet. Cloud phone systems can cost as little as $10 per agent per month, according to JustCall, which can work out significantly cheaper than other technologies.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Tethr

MARCH 3, 2020

Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices. Create a training protocol with information that addresses things all at-home agents need. Nail down at-home agent policies and guidelines. Preparation all around.

Call Center 81

Call Center At home agents Management contact center workforce 81

COPC

MARCH 23, 2020

What sort of an environment do Work-At-Home agents need? It is very important to ensure that the home environment for the agents is conducive to working long shifts. The obvious benefits of Work-At-Home agents are based around flexibility and business continuity. At COPC Inc.

At home agents 52

At home agents Consulting Consulting Government 52

Skybridge

MARCH 25, 2020

Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. Your answers will not lead you to a “ Yes” or “No” answer to moving your team to Work-at-home seats.

Technology 52

Technology At home agents Customer Care Coaching 52

Tethr

JULY 6, 2020

Whether you are seriously considering only hiring at-home agents or some of your current agents are looking to make the permanent transition to a remote basis, remote-specific trainings should be offered. Publish one, revisit it often and make sure it is understood and distributed to your entire team.

Call Center 112

Call Center At home agents Contact Center Contact center software 112

Eckoh

SEPTEMBER 5, 2018

How can insurers boost their agility by hiring more at-home agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

At home agents 45

At home agents 45

BlueOcean

AUGUST 9, 2021

Contact Center Data Analytics. Data protection and information security continue to be the number one investment priority across in-house contact centers. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Outsource Consultants

OCTOBER 4, 2021

Too many organizations have delayed adding much-needed data intelligence features to their customer service processes. Machine learning and AI can provide key insights for helping your live agents access valuable voice-of-customer and consumer data, and they’ve never been more accessible and cost-effective to deploy.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

Global Response

OCTOBER 26, 2022

How will an outsourced contact center partner protect my data? Virtual, or utilizing “at-home” agents. Contact Center Data Security: Is your outsourced contact center partner prepared? Protecting your customer’s data must be a top concern when choosing your outsourced contact center.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Tethr

JULY 22, 2020

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 78

Coaching Call Center At home agents Best practices 78

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Boost Customer Satisfaction for Travel Industry ROI.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Babelforce

MARCH 9, 2022

Cloud contact centers open new means of communication and customer data integration that were not previously possible with older legacy software. This allows agents to instantly access customer data in order to resolve customer problems more efficiently and effectively. Provide self-service options.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

VocalCom

JUNE 22, 2020

Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Babelforce

MARCH 30, 2022

These servers store data and run computing processes. This has two significant benefits for people who use cloud-based programs: You don’t have to store data or run programs on your own network You can access the data or programs in the cloud from anywhere with an internet connection. And all the data is stored online.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Eckoh

JUNE 19, 2020

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud. 8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. So, what hazards lie ahead and how can they best be avoided? #8 That’s a tall order.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

DMG Consulting

APRIL 1, 2021

This served a variety of purposes for contact centers, including reducing the burden of data entry on WFM administrators and supervisors and increasing access to agents via mobility. Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly.

Management 67

Management At home agents Contact Center Self service 67

BlueOcean

MARCH 24, 2022

We can’t rely on pre- or mid-pandemic data to tell the story either—we’re in a whole new world. And from an employer perspective, many candidates in the labor market are looking for at-home opportunities. That said, there’s no simple one-size-fits-all answer to what people truly want from their customer care interactions.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Altivon

JUNE 13, 2020

Of the contact centers surveyed in 2019, 43% allowed at least some of their agents to work from home, while 57% either had made the firm decision to not offer remote work options at all, were in the process of evaluating remote work, or hadn’t made any moves one way or the other. to 6.2%, according to respondent data.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

NICE inContact

NOVEMBER 8, 2018

Recently released data shows the unemployment rate is 3.7% , the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam. In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.”

Contact Center 48

Contact Center outsourcing At home agents Cloud contact 48

Talkdesk

DECEMBER 3, 2015

Just adding a few agents to your frontline staff can significantly improve service level, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-home agents. Empower agents with data.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

DMG Consulting

JANUARY 10, 2022

WFO/WEM applications are giving enterprise leaders the data and insights they need to enhance their organizations, enabling them to deliver a coveted service experience while becoming employers of choice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Outsource Consultants

MARCH 31, 2022

AI is a tool used to learn from customer interactions and apply the data to improve user experience. Using AI as a supporting element in your call center better utilizes agents to handle the more complex transactions and cuts down on incoming calls.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Talkdesk

MARCH 14, 2018

With contact center software solutions tracking more information and connecting to more business tools than ever before, executives are looking for a way to use all this data to intelligently optimize staffing. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

pindrop

APRIL 30, 2020

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. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” For most organizations, that starts with rethinking their technology strategy.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Sykes

APRIL 29, 2020

Security: HIPAA-compliant and PCI-certified, enterprise-level partners trust SYKES to provide 24-hour monitoring, strict access controls and organized fraud detection to deliver the highest level of security to protect partner data and customer information.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

Security: HIPAA-compliant and PCI-certified, enterprise-level partners trust SYKES to provide 24-hour monitoring, strict access controls and organized fraud detection to deliver the highest level of security to protect partner data and customer information.

Government 52

Government Customer Care Enterprise At home agents 52

Outsource Consultants

MAY 8, 2020

Further, remote conditions in the region have exacerbated the security and compliance risk to organizations, as agents handle sensitive information, from financial data to medical records, via workspaces that lack normal security protocols. .

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Eckoh

MAY 18, 2020

One of the most critical elements being overlooked is data security. The consequence of this modification in operational structure is the company is either faced with severely limiting the types of support functions they can deliver with a home-based agent, or they are unnecessarily exposing themselves to possible data security issues.

Contact Center 52

Contact Center At home agents Technical Support Customer Support 52

Cisco - Contact Center

SEPTEMBER 3, 2020

For example, an earthquake in northern California or a severed undersea Internet cable rendering some data centers or office locations inaccessible. Companies have learned from past experiences to ensure that their applications and data are hosted in more than one data center, preferably in different cities or countries.

Contact Center 94

Contact Center Telecommunications Wireless At home agents 94

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Related Article: Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace.

Contact Center 70

Contact Center Management Gamification Surveys 70

DMG Consulting

AUGUST 3, 2020

While many companies are applying IA findings in a single department, other organizations have started to combine the output with other enterprise data. The pandemic demonstrated another practical application of IA, using it to oversee and manage at-home agents.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

Spearline

FEBRUARY 23, 2022

But that’s not always the case either And, even with our best intentions in asking the agents to be on ethernet, on a good network and in a quiet environment, they can struggle with doing it well enough. With work from home call center agents our main challenge becomes controlling their home environment and network.

Call Center 52

Call Center At home agents Call flow voip 52

NICE inContact

APRIL 13, 2016

Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time? This is often a struggle for a number of organizations because many are still using Excel spreadsheets to forecast and extract data for agent scheduling.

Contact Center 69

Contact Center Management At home agents Coaching 69