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Keep Your Call Center At-Home Agents Engaged

Callminer

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Communication is key.

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The At-Home Agent Model is Here To Stay – What You Need to Know

Outsource Consultants

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.

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How to de-risk your at-home agents

Eckoh

How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

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?

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

CCNG

We’ve set up video conferencing rooms to communicate with new agents and others so that while they were on a customer call, one of our special SMEs could help them. We’ve set up buddy systems within agent teams. And in most of my organizations, agents were on waiting lists for these types of programs.

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

CCNG

We've set up video conferencing rooms to communicate with new agents and others so that while they were on a customer call, one of our special SMEs could help them. We've set up buddy systems within agent teams. And in most of my organizations, agents were on waiting lists for these types of programs.

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4 Ways to Keep Your Remote Agents Engaged

Outsource Consultants

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. Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus.