Aspect

JANUARY 12, 2018

And since 81% of customers prefer self-service to agent assisted service , the simpler work will eventually go to automated self-service, and only the more complex tasks will go to agents. Studies show that 95% of agents are only willing to drive up to 30 minutes to work.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Babelforce

MARCH 30, 2022

For example, you can hire agents in other regions or countries. And many agents prefer working remotely. At 80% , the retention rate for at-home agents is far higher than that of in-office ones. Real-time data for agents: This enables agents to provide support that meets the customer’s exact needs.

call center solutions 52

call center solutions Call Center call center software Contact Center 52

Call Design

MAY 28, 2019

You can take a subset of agent and create preference-based schedules as a base, then building rules-based schedules on top to make sure all your requirements are covered. Dynamic Scheduling – For flex agents or work-at-home agents, could you increase your options for schedule flexibility?

At home agents 60

At home agents Contact Center Self service Management 60

Calltools

OCTOBER 19, 2022

Setting up a knowledge base or video-based training will help at-home agents navigate work challenges without contacting you. Enhance Agent Experiences. An agent’s work experiences during the holiday season will likely influence their mood, motivation, and productivity. Agents with the best average call times.

Contact Center 52

Contact Center Gamification Scripts Upselling 52

Call Design

MAY 28, 2019

You can take a subset of agent and create preference-based schedules as a base, then building rules-based schedules on top to make sure all your requirements are covered. Dynamic Scheduling – For flex agents or work-at-home agents, could you increase your options for schedule flexibility?

At home agents 60

At home agents Contact Center Self service Management 60

BlueOcean

AUGUST 9, 2021

With the likelihood that most companies will have more work-at-home agents then pre-pandemic, providing easy access to up-to-the-minute knowledge is more important than ever – after all, in a WAH model, it’s not as simple as turning to the agent beside you to get an answer to something you might not know.

Contact Center 62

Contact Center Technology outsourcing Analytics 62

DMG Consulting

SEPTEMBER 20, 2021

It’s bizarre that it took a highly contagious virus to drive so much innovation in the world of service, but this is one of the positive outcomes of this challenging situation. The pandemic has also accelerated the attitudinal shift of consumers toward self-service and digital channels as their preferred modes for service.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

Management 52

Management Schedule adherence Gamification At home agents 52

Spearline

FEBRUARY 23, 2022

But that’s not always the case either And, even with our best intentions in asking the agents to be on ethernet, on a good network and in a quiet environment, they can struggle with doing it well enough. With work from home call center agents our main challenge becomes controlling their home environment and network.

Call Center 52

Call Center At home agents Call flow voip 52

Outsource Consultants

MARCH 31, 2022

While many companies employ multiple ways to cut down call volume and increase self-service options, the three key types are: AI, automation, and access to account information. This means having an understanding of what each innovation does is more important than ever.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

Talkdesk

MARCH 14, 2018

As Artificial Intelligence and self service merge to allow customers to meet more of their customer service needs on their own, the types of inquiries that require agent assistance are typically more complex and/or urgent. Talent Priority #2: Expanding training programs.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Serenova

JUNE 6, 2019

Yes, automation is helping by taking care of the most basic customer service needs, such as password reset—rudimentary tasks agents find monotonous. Not all issues can be resolved well through self-service. It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

Insite Managed Solutions

MAY 23, 2013

A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future.

Contact Center 40

Contact Center Technology Gamification call center workforce 40