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Keep Your Call Center At-Home Agents Engaged

Callminer

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.

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From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started

EPIC Connections

The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging. Selecting the Appropriate Technology.

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4 Ways to Keep Your Remote Agents Engaged

Outsource Consultants

Most chat software allows for not only one-on-one communication between employees but also collaborative groups based on department or topic, or team-building ones surrounding personal interests. When used effectively, it can provide an experience that rivals – or even surpasses – that of an in-person meeting.

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Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

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.

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The Future of Remote Agent Call Centers

Outsource Consultants

In response to the remote agent trend, leaders are embracing a “hub and spoke” call center model. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits.

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Is social engineering damaging your contact center?

Talkdesk

This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.

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What are the mobility capabilities of WFM solutions?

DMG Consulting

Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.