Noble Systems

AUGUST 8, 2019

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contact centers in the United States tout that some percentage of their agents are now working from home.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140

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