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. Define Call Monitoring and Speech Analytics metrics.

At home agents 78

At home agents Coaching Gamification Metrics 78

Serenova

JUNE 6, 2019

The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-home agents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Here too, according to the panel, technology can help.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Serenova

OCTOBER 7, 2020

Macro-manage the customer experience. 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