DMG Consulting

JANUARY 29, 2021

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.

Gamification 101

Gamification At home agents Self service Contact Center 101

Tethr

MARCH 3, 2020

Your remote agents need to be provided with the best tools and trained on how to use them. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Nail down at-home agent policies and guidelines. Invest in the best tools.

Call Center 81

Call Center At home agents Management contact center workforce 81

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

DMG Consulting

JANUARY 10, 2022

Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

Cisco - Contact Center

SEPTEMBER 3, 2020

Like most other global enterprises, Cisco’s BCP targeted three main areas – outages, natural disasters, and other impacts to the environment. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses. Devising a plan when no plan existed.

Contact Center 87

Contact Center Telecommunications Wireless At home agents 87

CustomerServ

DECEMBER 16, 2022

Throughout 2022 and into 2023, more brands are asking their BPOs to move agents back in-center, or at least move to a 60/40 or 70/30 in-center vs. remote hybrid. And we’re seeing more interest in tethered staffing for work-at-home—agents working at home but in geographic proximity to a physical site. In summary.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62