CCNG

FEBRUARY 14, 2024

Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. My recruiting and training departments were struggling to get enough people sourced, recruited, hired, onboarded, and trained so the new agents could move into nesting and then onto the operational floor.

Contact Center 195

Contact Center At home agents Coaching Management 195

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. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

At home agents 147

At home agents Contact Center Technology Management 147

Tethr

MARCH 3, 2020

Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. After all, management must also adapt to a new landscape. Learning how to train, manage and motivate agents is challenging. Nail down at-home agent policies and guidelines.

Call Center 83

Call Center At home agents Management contact center workforce 83

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

OrecX

MAY 1, 2020

With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. Monitor, Manage & Control. There are several questions you can ask yourself to assess your need to record your at-home agents: 1.

Management 71

Management voip Telemarketing At home agents 71

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. Using at-home agents makes it easier to address these challenges and is also expected to decrease the “fall-off” rate slightly.

Management 67

Management At home agents Contact Center Self service 67

Outsource Consultants

JUNE 6, 2022

Unfortunately, when agents are working remotely it can be more difficult to provide on-the-fly accolades. Budgets like these allow management to recognize employees who go above and beyond in meeting goals or handling tough inquiries while demonstrating high ethics.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Concentrix

OCTOBER 9, 2020

Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. Our security solutions for work-at-home agents won recognition in. This online event, held in conjunction with Arcet Global, celebrates the most customer-centric organizations across North America.

Customer Service 115

Customer Service At home agents Customer centricity Management 115

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

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. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.

Management 52

Management Schedule adherence Gamification At home agents 52

Outsource Consultants

NOVEMBER 29, 2021

But if you’re able to manage the increase of candidate volume, your business will have access to a much deeper pool of talent. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits. What’s more?

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

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.

Gamification 101

Gamification At home agents Self service Contact Center 101

COPC

MARCH 23, 2020

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. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support.

At home agents 52

At home agents Consulting Consulting Government 52

Skybridge

APRIL 21, 2020

But today, with virtual private network (VPN) technologies, two-factor authentication, proven management protocols, and a skilled IT, it is entirely possible to maintain data security. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training.

At home agents 52

At home agents Coaching Customer Care Best practices 52

DMG Consulting

JULY 5, 2020

While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time. working space, security, and more.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Pipkins

SEPTEMBER 29, 2017

Pipkins has endeavored to tackle six obstacles Reidy highlighted in his speech that companies need to manage to create a successful telecommuting experience: Monitoring the employees’ productivity. Interaction with co-workers and management. a problem encountered much more often with work at home employees. Proper scheduling.

Management 40

Management Coaching At home agents Contact Center 40

Aspect

MARCH 26, 2020

We recently reached out to let customers know about Aspect’s upcoming webinar series, Guide to a Resilient Contact Center , focused on helping current Aspect customers align many of the systems and capabilities already in place to enable and manage an at-home agent workforce.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

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. This, in turn, drives a better service experience for customers, which improves enterprise profitability and brand.

Gamification 87

Gamification At home agents Employee engagement Contact Center 87

24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key. Want to get “intouch”?

At home agents 52

At home agents Contact Center Coaching Morale 52

Tethr

JULY 6, 2020

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. Be sure your management team is also equipped to train and monitor off-premise agents.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

Calltools

MARCH 8, 2023

billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations. Cloud calling is one of these technologies, allowing agents to communicate with prospective and existing customers over the internet instead of a landline.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

24-7 InTouch

MAY 1, 2020

Here are a few ways that leading brands are successfully identifying key engagement drivers and increasing retention, tenure, and work quality to retain and engage the best work-at-home agent talent. Another at-home agent driver is the need to feel a part of the community they work within. FLEXIBLE SCHEDULING.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Tethr

JULY 22, 2020

Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 80

Coaching Call Center At home agents Best practices 80

Skybridge

MARCH 25, 2020

Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. Where is your data stored and managed? Do you use an on-site server or the cloud?

Technology 52

Technology At home agents Customer Care Coaching 52

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Skybridge

APRIL 13, 2020

Strong, Confident Leaders — Now more than ever, you’ll need managers who are either experienced at managing remote employees – or confident enough in their leadership skills to not be driven by ego. Because first time remote managers are going to make mistakes. These are challenging times for call center managers.

Coaching 52

Coaching Customer Care At home agents Call Center 52

Aspect

SEPTEMBER 21, 2018

Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at home agent. Define the Home Office. Issue a company computer to manage security and software compliance.

At home agents 78

At home agents Coaching Gamification Metrics 78

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. After all why would we want home agents, speech recognition, higher quality or better staff morale and management?

Contact Center 111

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

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.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Aspect

JANUARY 12, 2018

Studies show that 95% of agents are only willing to drive up to 30 minutes to work. For more specialized skills, contact centers may need to reach out beyond that current geographic boundary, further stimulating the need for part-time work-at-home agents. Implications for Workforce Management Software.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. Contact us or email the Call Design team today to find out how we can help make it happen for you!

At home agents 60

At home agents Contact Center Self service Management 60

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. Contact us or email the Call Design team today to find out how we can help make it happen for you!

At home agents 60

At home agents Contact Center Self service Management 60

24-7 InTouch

JULY 8, 2020

Work From Anywhere, or similarly a ‘Hub and Spoke’ or hybrid model, allows a phased-approach to transitioning at-home agents back to campus. Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 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. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.

Consulting 62

Consulting Consulting Contact Center Marketing 62