Keep Your Call Center At-Home Agents Engaged

Callminer

Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. Contact centers especially struggle with how to train, manage, and engage agents properly. Tips to Keep At-Home Agents Engaged.

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 Current State of the At-Home BPO Model. Employee preferences for flexibility and convenience have grown the prevalence of at-home models.

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The Future of Remote Agent Call Centers

Outsource Consultants

Are remote call center agents a part of your future plans? In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. This has created improvements to team efficiency, bottom-line revenue, and agent morale.

Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

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. Remote employment affords many benefits to both agents and employers. Agents save time and money by not having to commute to the office.

The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. But to truly succeed, call centers need to empower supervisors with training to support their agents. Workforce management to add efficiency across your agent pool.

Can gamification be used for work-at-home (WAH) agents?

DMG Consulting

Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools.

How to Move to a Work-At-Home Model When a Rapid Response is Required

COPC

Contact workathome@copc.com for support in setting up your Work-At- Home operations. This means that most organisations have been left ill-equipped to manage the requirement for the rapid deployment of Work-At-Home solutions necessitated by the spread of COVID-19.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

Where: Available at the DMG Consulting online store. It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents.

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

CSM Magazine

Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation.

Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

Even though the industry may be rusty from the lull, customers expect flawless experiences from the first call, click, or transaction until they arrive at their destination. In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly.

Work from home programs are no longer a reward system

Aspect

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. So, what is driving the desire to offer more work from home opportunities for customer service agents? . Agent preferences. Define the Agent Profile. Define the Home Office.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. With the cloud, it’s easy to quickly add or remove agents as needed. In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014.