VocalCom

JUNE 22, 2020

Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). To ensure business continuity, agents must be supported anytime, anywhere. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Outsource Consultants

FEBRUARY 22, 2021

Workforce management to add efficiency across your agent pool. Influence — How Great Managers Create Great Agents. Chances are your call center’s best supervisor was once a very skilled agent. And it makes sense that committed agents often become great supervisors. Generosity. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

SharpenCX

JULY 23, 2020

With the rise in virtual and cloud contact centers, we’re seeing more companies managing agents who work in separate buildings, cities, states, or even countries. Agent job satisfaction is central to your other primary metrics in your call center. They’re no longer bound by the same geographic restrictions.

Contact Center 101

Contact Center Call Center Education At home agents 101

Callminer

OCTOBER 22, 2019

Some cities have networking events as well so you can meet with customer service managers in your own city!” – Sally, Your How-To Guide to Breaking Down an Overwhelming Search for the Best Call Center System , Sharpen; Twitter: @sharpentech. External, or hosted inside a building managed by your partner.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. With a global team of 1,000 agents who handle more than 5.5

Best practices 140

Best practices Feedback Call Center Coaching 140

BlueOcean

MARCH 24, 2022

And from an employer perspective, many candidates in the labor market are looking for at-home opportunities. Your technical infrastructure, onboarding and training strategies, workforce management, and company culture need to be optimized for the at-home agent experience in order to deliver for both your customers and your employees.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Talkdesk

MARCH 14, 2018

Through AppConnect , the first enterprise app store, Talkdesk offers easy integrations with workforce management tools like Teleopti , designed to automate forecasting and scheduling with cutting-edge features to empower and engage employees. Talent Priority #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Serenova

JUNE 6, 2019

When hardware and software are in the cloud, capital expenses and ongoing system maintenance are reduced significantly, and it’s the provider’s responsibility to manage them without interruption to your contact center. The experts emphasized that even with the ultimate benefits, change management is essential to successful cloud migration.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Serenova

OCTOBER 7, 2020

To overcome the challenges of managing a remote workforce, while maintaining the customer service experience for your customers, you need the right technologies and policies in place to support your teams as they navigate the transition. Don’t micro-manage agents. Macro-manage the customer experience.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

pindrop

APRIL 30, 2020

In this report, we have collected data, observation and learnings from systems and customers to outline five insights on how COVID-19 has impacted contact centers, and how they should protect themselves against what’s coming next to manage through these uncertain times. . INSIGHT 1: THE EARLY SYMPTOM – BROKERAGES AND CALL VOLUME.

Contact Center 75

Contact Center Banking Government At home agents 75

Insite Managed Solutions

MAY 23, 2013

Customer Feedback: When it comes to improving customer interaction, a whopping 38% of call center managers say that measuring results are one of their biggest challenges. In fact, 18% of managers plan to introduce or upgrade this emerging technology in the next two years. Managing the Millennial Workforce . Related Posts.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Taylor Reach Group

JUNE 20, 2017

There’s additional training but this is minimal compared to the savings from agents being able to handle multiple queues, and being able to manage everybody’s efficiency as a whole vs. two separate groups with two separate efficiency metrics. Endless Agent Options. Garry Schultz – Senior Consultant - Ottawa.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Vistio

MARCH 15, 2022

So I’ll change that question a little bit and ask, specifically talking about contact center agents that now are working from home, what does flexibility look like and how are we as managers or the individuals in charge of a big fleet of contact center agents, how are we gaining control now that we have those people at home?

Gamification 52

Gamification outsourcing Contact Center Technology 52