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.
Skybridge
APRIL 13, 2020
They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. For example, DiSC® profile is a powerful do-it-yourself training and development tool designed to improve work productivity, teamwork, and communication.
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COPC
MARCH 23, 2020
This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations. TechM, for example, has already transitioned over 10,000 on-site agents to home offices in response to COVID-19.
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.
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.
COPC
OCTOBER 22, 2021
certification to improve CX, measure and analyze performance, utilize customer feedback and leverage the customer experience best practices outlined in the COPC Customer Experience (CX) Standard. certification status for its work-at-home operation in 2019. So they know what’s really happening, and we use real-world examples.
Calltools
OCTOBER 19, 2022
Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Enhance Agent Experiences. An agent’s work experiences during the holiday season will likely influence their mood, motivation, and productivity. Omnichannel Solutions for Self-Service.
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