Skybridge

JUNE 10, 2020

The truth is, while there had been a growing trend of call centers moving their staffs out of office buildings and into at-home workspaces, that trend was moving pretty slowly. How are your agents doing during this unprecedented, often confusing, sometimes painful time? Host other gatherings for smaller groups.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 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

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. In fact, 18% of managers plan to introduce or upgrade this emerging technology in the next two years. Managing the Millennial Workforce .

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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

VocalCom

JUNE 22, 2020

The COVID-19 pandemic strongly accelerated the remote working trend. 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. Remote Human Management.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Outsource Consultants

MARCH 8, 2022

One common pain point among both clients and BPO providers: wages have been rising steadily throughout 2021, and experts predict that this trend will continue into 2022. There have been many changes in the global economy over the past year. Domestic Wage Increases: Now and Future. From October 2021 to October 2022, the USA saw a 9.77

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

Aspect

JANUARY 12, 2018

Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend of the Gig Economy. Studies show that 95% of agents are only willing to drive up to 30 minutes to work. Businesses Can Manage Volume Spikes – Millennials are also, “always on”. In 50 cities across the U.S.,

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. Vendor Management Organizations, Release 6.1. I work for Transcom Worldwide, and I am the Senior Vice President of North American operations or the country manager for North America. and COPC Inc.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

Global Response

OCTOBER 26, 2022

External, or hosted inside a building managed by your partner. Virtual, or utilizing “at-home” agents. When choosing the best contact center for your business, consider which functions of managing a call center are most important to delegate and which you would like to be more involved in.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

DMG Consulting

JANUARY 10, 2022

While it’s understandable that agents need to adhere to an agreed-upon set of working hours for a contact center to meet its service level (response time) commitments to customers, demanding overly high occupancy rates (the percentage of time that agents are required to be available to handle interactions) is not a good practice.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

JULY 9, 2021

Question #1: Should contact center managers, supervisors, team leaders, QM specialists, WFM administrators, etc. be allowed to work from home? If only for disaster recovery and business continuity purposes, it’s essential for all employees, from senior leadership to new agents, to know how to perform their job from home.

Contact Center 67

Contact Center Coaching At home agents Best practices 67

BlueOcean

AUGUST 9, 2021

In other cases, AI can complement the work of live agents, providing sentiment analysis, personalization options, and other key data that all helps result in a more positive, personalized experience. Contact Center Knowledge Management. As companies get back on their feet after the pandemic, knowledge management is a priority.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

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

DMG Consulting

SEPTEMBER 20, 2021

The playbook for the “new normal” will likely follow three major trends: the migration to the cloud, digital transformation, and the adoption of smart technologies (artificial intelligence and automation). The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. Leveraging intelligent staffing tools like Teleopti help to optimize customer experience, agent retention and efficiency. Talent Priority #3: Deploying flexible work arrangements.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Serenova

OCTOBER 7, 2020

Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

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

NICE inContact

MARCH 23, 2016

They want to scale up, scale down, they can bring in work-at-home agents and remote agents. As people want to leverage new technologies out there and new deployment models, they’re looking for flexibility of uses. Learn how you can achieve your business goals with inContact.

Enterprise 48

Enterprise At home agents contact center solutions Cloud contact 48

Outsource Consultants

MAY 8, 2020

But winners and losers will be crowned as leaders try to navigate this period of disruption and forecast for future trends. The traditional call center powerhouses with weak work-at-home solutions are hurting. . Strong technology platforms to manage omnichannel work. Biggest BPO Players Hit the Bench.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

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.,

Contact Center 70

Contact Center Management Gamification Surveys 70

NICE inContact

FEBRUARY 16, 2016

While embraced by many, there is still a contingent that has been hesitant to adopt this new trend, for reasons we will explore here. There are so many distractions in people’s homes, we couldn’t possibly expect them to be productive while not directly in our line of sight” is a common argument.

Transportation 48

Transportation At home agents Technology Feedback 48

NICE inContact

APRIL 13, 2016

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Do you know which agents are performing better than others?

Contact Center 69

Contact Center Management At home agents Coaching 69

DMG Consulting

AUGUST 3, 2020

Companies, especially their contact centers, have figured out how to apply IA findings on a historical basis and are starting to take advantage of its real-time information, a trend that is paying off in companies that are willing to change their processes, something that the pandemic may have helped along. IA Challenges.

Enterprise 78

Enterprise Contact Center At home agents Analytics 78

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

Callminer

OCTOBER 22, 2019

Keep an eye on the AI trend. It can also be used to hold agents accountable for their performance and flag agents that might require additional training or correction. The evolving mechanism behind these trends are speech analytics driven by natural language processing (NLP.) Virtual, or utilizing “at-home” agents.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

NICE inContact

DECEMBER 9, 2015

With inContact, Columbia can manage agents in multiple buildings, states, and even multiple countries on a single platform regardless of physical location, team size, call volume, or other normal constraints of a PBX-based solution. I have one call center manager who will spin up a brand new number and queue without even calling me!

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Xaqt

JUNE 1, 2020

Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers. If BPOs are not in front of this trend, they risk losing revenue and seat count to this new class of competitors. COVID-19 changed the entire industry in an instant.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52