DMG Consulting
JULY 5, 2020
Have a WAH employee contract that lays out all requirements, including job responsibilities, working hours, system requirements (who buys and pays for personal computers (PCs), headsets, bandwidth, etc.), Set up a daily communication session between supervisors and each at-home agent. working space, security, and more.
DMG Consulting
JANUARY 10, 2022
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled quality management (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
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DMG Consulting
APRIL 20, 2020
Having managed call and contact centers through a couple of wars, many natural disasters and an epidemic, I have witnessed front-line staff becoming free psychological counselors, as customers are prone to share their thoughts and experiences when they reach out to address a business issue.
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. Not all issues can be resolved well through self-service.
Serenova
OCTOBER 7, 2020
Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” Provide continuous, individual feedback. Leaderboards are great, but nothing can replace 1:1 feedback.
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