Callminer

JULY 16, 2018

Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar. Tips to Keep At-Home Agents Engaged. Here are eight tips to keep your at-home agents engaged and productive. Personalize their training.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

Tethr

MARCH 3, 2020

Your remote agents need to be provided with the best tools and trained on how to use them. Using listening enterprise software like Tethr , you can offer each rep a personalized training program based on actionable insight from their calls. Create a training protocol with information that addresses things all at-home agents need.

Call Center 82

Call Center At home agents Management contact center workforce 82

BlueOcean

MARCH 24, 2022

If you’re expecting agents to take on more complex B2C customer care, you may need to re-evaluate your agent profiles when recruiting new hires. What skillsets, personality traits, and experiences will set these agents up for success? Modified Recruitment Strategy. It’s a tight, competitive labor market out there.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

SharpenCX

JULY 23, 2020

Agent job satisfaction is central to your other primary metrics in your call center. AX is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It has potential to drive everything else.

Contact Center 101

Contact Center Call Center Education At home agents 101

Outsource Consultants

FEBRUARY 22, 2021

Simply put, at-home or hybrid models require different training methodologies than before — and even if your call center model hasn’t changed, your business surely has. Areas of innovation your BPO should already offer supervisors: LMS solutions to replace or supplement in-person training. Lowest AHT. Highest FCR.

Call Center 76

Call Center Gamification Coaching Morale 76

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. When customers are dealing with problems they can’t easily solve on their own, contact centers need to make the transition to an agent quickly and seamlessly. Support and Collaboration of Remote Agents.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Serenova

OCTOBER 7, 2020

While it can be frustrating to lose direct visibility into how call center agents are spending their time in a work from home setting, it’s ultimately topline CX metrics like C-Sat and NPS — not any given agent’s keystroke count or time spent browsing Reddit — that speak to your performance.

Call Center 52

Call Center Contact Center virtual call center At home agents 52