Talkdesk

DECEMBER 3, 2015

Just adding a few agents to your frontline staff can significantly improve service level, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-home agents. Utilize a flexible IVR. It could just be a win-win for your team.

Call Center 40

Call Center Interactive Voice Response call center software At home agents 40

Eckoh

JUNE 19, 2020

8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. Agents can still see and hear card details. Interrupting the call by transferring to an IVR or clean room environment is a less that ideal customer experience and these solutions have less that stellar success rates.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 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

Babelforce

MARCH 30, 2022

For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones. You’ll also typically get access to features like IVR , call routing , and automated dialers. Lower setup costs.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

OctopusTech

SEPTEMBER 18, 2018

e)Agents Extensions. g)Support for Work-at-Home Agents. Another plus point is this uniformity in handling responsibilities teach them to work more efficiently along with ensuring zero-idle time. With the help of technologically advanced tools such as automated call handling, IVR etc. a)Intelligent Dialer Function.

Call Center 74

Call Center At home agents Interactive Voice Response Analytics 74

Skybridge

MAY 13, 2020

For example, at Skybridge Americas, we employ conversational AI to make intelligent, seamless use of IVR, chatbots, and human agents. Calls are directed according to the customer’s needs and can be redirected to a live agent, if those needs change mid-call. You can’t bring them that without the right systems in place.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Skybridge

MAY 13, 2020

For example, at Skybridge Americas, we employ conversational AI to make intelligent, seamless use of IVR, chatbots, and human agents. Calls are directed according to the customer’s needs and can be redirected to a live agent, if those needs change mid-call. You can’t bring them that without the right systems in place.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52

Babelforce

MARCH 9, 2022

Interestingly, retention for at-home agents is 80% compared with 25% for in-house agents in the US. We’ve all been there — you spend more time than you should searching for the right customer service number, dial in to the call center, and then listen carefully to an IVR. Provide self-service options.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

Taylor Reach Group

JUNE 20, 2017

Paul: In terms of comparing chat to voice and the IVR, it has a long way to go. People will still generally evaluate the voice call with a higher degree of satisfaction, because of the human interaction. Wait-Time on the Phone Vs. Chat. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

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.

Best practices 140

Best practices Feedback Call Center Coaching 140

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant. Do I move everything to the cloud?

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52