Contact Center Pipeline

JUNE 10, 2020

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). I thought there was only one, really. The timing of that column was totally serendipitous.

Contact Center 241

Contact Center At home agents Call Center Management 241

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. However, metrics have changed along with the industry. also rated from 1 to 10.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

FEBRUARY 14, 2024

As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. Exploring My Past I've worked for some of the biggest brands in the industry. All the companies I worked for had a way for agents to find information and follow processes. We've set up buddy systems within agent teams.

Contact Center 195

Contact Center At home agents Coaching Management 195

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices. .

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

CustomerServ

MARCH 21, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.

Call Center 118

Call Center Metrics At home agents 118

Outsource Consultants

MAY 8, 2020

Here are four industry changes you should expect in the coming months. The traditional call center powerhouses with weak work-at-home solutions are hurting. . As experts theorize that a second COVID-19 wave is possible, even probable, the call center industry will be taking steps to be prepared should a second round of shutdowns occur.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

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

Outsource Consultants

JUNE 6, 2022

Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus. If your staff is used to company lunches, offering a food delivery or coffee gift card may be a way to keep engagement high during meetings as well.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Talkdesk

SEPTEMBER 10, 2020

In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Calltools

MARCH 8, 2023

The cloud has revolutionized almost every sector in the last decade or so, including the call center industry. Cloud phone systems can cost as little as $10 per agent per month, according to JustCall, which can work out significantly cheaper than other technologies.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

COPC

MARCH 23, 2020

Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At- Home operations. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . Here’s how: Be Prepared for the Travel Industry Restart.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

24-7 InTouch

APRIL 3, 2020

Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key.

At home agents 52

At home agents Contact Center Coaching Morale 52

24-7 InTouch

MAY 1, 2020

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. FLEXIBLE SCHEDULING. CULTURE CONNECTION THROUGH VIRTUAL COMMUNITIES .

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Tethr

JULY 6, 2020

In most industries, there was an enormous spike in customer contacts as soon as the COVID-19 outbreak hit. 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.

Call Center 115

Call Center At home agents Contact Center Contact center software 115

Outsource Consultants

OCTOBER 4, 2021

Here are some common tasks strategic partners can help you tackle: Improve your CX strategy based on real-world, industry-specific experience. Some brands give their contact center agents discretionary allowances each week to dispense to customers as they choose, thrilling customers with unexpected generosity.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

24-7 InTouch

JULY 8, 2020

This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 started to spread throughout the world. Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

CustomerServ

DECEMBER 16, 2022

So, what’s in store for 2023 in our beloved BPO industry? BPOs are competing with other BPOs and other industries that offer higher and more robust compensation. We are happy to report that the BPO industry is embracing social and purpose-driven outsourcing more than ever. Here we go…. Onshore cost surge. Cost surges in the U.S.,

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

BlueOcean

AUGUST 9, 2021

The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. So, with few exceptions, cloud technology will continue to shape the industry over the next year. In fact, many recent developments promise to reshape the landscape of customer service completely.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. Employees Can Work-at-Home – The Gig Economy is already in full swing in some segments of the contact center industry.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Outsource Consultants

MARCH 31, 2022

In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. We all know that technology has become an essential part of the contact center industry, but we often forget why. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

COPC

OCTOBER 22, 2021

The original Standard was created in 1996 by a group of global industry leaders. Transcom is a global customer experience specialist providing CX advisory, customer care, sales, technical support and collections services through their extensive network of contact centers and work-at-home agents. Customer Operations, Release 7.0.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

CSM Magazine

JANUARY 27, 2021

DMG, a leading independent contact centre research and consulting firm, annually conducts reports on the workforce optimisation (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Aspect

SEPTEMBER 21, 2018

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. Define the Agent Profile.

At home agents 78

At home agents Coaching Gamification Metrics 78

Taylor Reach Group

NOVEMBER 30, 2018

If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

DMG Consulting

APRIL 1, 2021

Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly. While there are still issues, using work-at-home (WAH) agents positions companies to more easily hire the agents they need, which will allow them to implement new-gen WFM concepts.

Management 67

Management At home agents Contact Center Self service 67

Skybridge

JULY 21, 2020

Indeed, entire industries benefit from the quantum advances brought on by unexpected disruptors. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. Unforeseen disruptions can wreak havoc on the processes, practices – and profits – of even the most well established brands. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

Altivon

JUNE 13, 2020

Of the contact centers surveyed in 2019, 43% allowed at least some of their agents to work from home, while 57% either had made the firm decision to not offer remote work options at all, were in the process of evaluating remote work, or hadn’t made any moves one way or the other. Insight #7: Call abandonment rates are rising.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

DMG Consulting

DECEMBER 7, 2020

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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

OctopusTech

SEPTEMBER 18, 2018

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. e)Agents Extensions. g)Support for Work-at-Home Agents. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations.

Call Center 74

Call Center At home agents Interactive Voice Response Analytics 74

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

Skybridge

APRIL 29, 2020

Case in point: if your pre-pandemic customer care contact center was already fully transitioned to a remote workforce, comprised of high performing, at-home agents, you were in the lucky minority. Together, we are all learning how powerfully a global pandemic can derail even the best laid plans.

Contact Center 52

Contact Center At home agents Customer Care Marketing 52

BlueOcean

MARCH 24, 2022

When complexity is increased, the interaction between agent and consumer is more significant than ever – on both sides of the equation. Regardless of your industry, the pace of technology in the contact center (and elsewhere in the organization) continues to accelerate. Emerging Technologies.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Skybridge

APRIL 15, 2020

If you would like to know more about how Skybridge Americas can help you transition your call center from an on-site operation to one that is fully staffed with at-home agents, please reach out. We hear of many firms that are questioning their viability post-pandemic, including those in the travel, hospitality, and events industries.

At home agents 52

At home agents Call Center Customer Care Marketing 52

Babelforce

MARCH 9, 2022

Over the past few years, cloud computing has exploded across all industries. Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. Businesses that used to invest heavily in their own IT infrastructure are increasingly switching to remote cloud services.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Eckoh

JUNE 19, 2020

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud. 8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. So, what hazards lie ahead and how can they best be avoided? #8

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

Vistio

JULY 27, 2021

According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study , contact center agents have fully embraced the flexibility that Work-From-H (WFH) offers. This reduces burnout and keeps your agents feeling part of a connected company that cares. For over a year now most agents have been at home.

Contact Center 52

Contact Center At home agents Technology CRM 52