Callminer
JULY 16, 2018
Contact centers especially struggle with how to train, manage, and engage agents properly. 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. Use gamification.
DMG Consulting
MARCH 2, 2021
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. The benefits of gamification solutions go far beyond the crucial need to enhance employee engagement.
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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.
Outsource Consultants
JUNE 6, 2022
Implement Gamification Systems. Anyone who’s ever taken a quick evening walk to “hit their steps” or took a few moments to practice French after their Duolingo app reminded them they were in danger of losing their streak knows that gamification can be highly effective. A recent study showed that 80 percent of U.S.
Playvox
SEPTEMBER 2, 2022
Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. Adopt New Management Styles. Leanne Y.,
DMG Consulting
JANUARY 29, 2021
Mobile functionality also helps keep agents engaged by giving them access to: personal performance dashboards, gamification contests along with results and rewards; and communication channels that facilitate conversations with supervisors or peers.
Calltools
OCTOBER 19, 2022
This year will likely be the same, so contact center managers must prepare for the holiday rush. Train Contact Center Agents. Agents who joined your call center after the last holiday season might not know what to expect in the next couple of months. 87% of contact center agents worked from home in 2021 — up from 19% in 2019.
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