Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

At home agents 147

At home agents Contact Center Technology Management 147

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Skybridge

MARCH 25, 2020

8 Critical Questions to Assess Your Technology Readiness. Many of you are looking for ways to accelerate current plans to transition from on-site to at-home agents. Many more are trying to determine the feasibility of a first-time, rapid deployment of at-home operations. You can find the first post in this series here.

Technology 52

Technology At home agents Customer Care Coaching 52

Outsource Consultants

NOVEMBER 29, 2021

By being proactive — and highlighting the benefits of remote work — leaders have been able to refine processes and technologies to supercharge their output. This has created improvements to team efficiency, bottom-line revenue, and agent morale. Here are some of the more obvious benefits: Lower Overhead. Better Performance.

Call Center 128

Call Center At home agents Brand ambassadors outsourcing 128

Concentrix

OCTOBER 19, 2020

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

Customer Experience 106

Customer Experience At home agents Management Technology 106

Noble Systems

AUGUST 8, 2019

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.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Outsource Consultants

JUNE 6, 2022

While they can’t be perfectly replicated in a remote world, technology can certainly provide a viable substitute. Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus.

Gamification 128

Gamification At home agents Morale Employee engagement 128

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Contact Center Pipeline

JANUARY 31, 2018

A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […]. It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January.

At home agents 182

At home agents Contact Center Accountability Call Center 182

Calltools

MARCH 8, 2023

billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations. Cloud calling is one of these technologies, allowing agents to communicate with prospective and existing customers over the internet instead of a landline.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

The Call Center School

MAY 28, 2020

With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”. What types of technologies are available for you and your remote team. Remote work isn’t the future.

At home agents 80

At home agents Call Center Technology 80

Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

24-7 InTouch

APRIL 3, 2020

Technology: Tech teams must be able to provide support in a virtual environment instead of face-to-face, including the use of screen sharing to show agents how to fix issues as they arise. To secure VPNs for at-home agents, we leverage a two-factor authentication on the VPN via an RSA key.

At home agents 52

At home agents Contact Center Coaching Morale 52

24-7 InTouch

MAY 1, 2020

Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way. Here are a few ways that leading brands are successfully identifying key engagement drivers and increasing retention, tenure, and work quality to retain and engage the best work-at-home agent talent.

At home agents 52

At home agents Employee engagement Contact Center Technology 52

Tethr

MARCH 3, 2020

For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.

Call Center 83

Call Center At home agents Management contact center workforce 83

COPC

MARCH 23, 2020

s Senior Consultants, has supported many Work-At-Home environments over the last ten years. She has identified some common themes which are shared by the best run Work-At-Home operations, specifically around communication and technology support. What sort of an environment do Work-At-Home agents need?

At home agents 52

At home agents Consulting Consulting Government 52

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. Inundated with Inbound Calls. Learn more about the webinar series and register here.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

DMG Consulting

JULY 5, 2020

However, the first step in the process is to enable contact center workers to work from their homes. For this reason, all contact centers, even those with just a few employees, need an effective WAH program supported by the necessary technology and solutions. Use internal chat for handling most agent inquiries.

Contact Center 84

Contact Center At home agents Analytics Consulting 84

Skybridge

APRIL 21, 2020

But today, with virtual private network (VPN) technologies, two-factor authentication, proven management protocols, and a skilled IT, it is entirely possible to maintain data security. It demands a continuous, long-term investment in monitoring best practices, technology upgrades, and ongoing agent and management training.

At home agents 52

At home agents Coaching Customer Care Best practices 52

Tethr

JULY 6, 2020

Cloud technology allows for dynamic scaling to accommodate the extra agents that are often required in times of crises where the increase in contact volume is simply overwhelming. Tethr’s technology works to combine what’s going on in real time with historical data for context to lead your agent to the best practices.

Call Center 114

Call Center At home agents Contact Center Contact center software 114

Skybridge

MAY 10, 2022

Hiring models for high-performing at-home agents and supervisors had long been developed. Technologies were rigorously tested. At Skybridge Americas, we understand that technology will continue to improve and evolve at an ever-faster pace. Why were so many call centers caught so tragically off guard?

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time?

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Outsource Consultants

AUGUST 3, 2020

In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Taylor Reach Group

NOVEMBER 30, 2018

Not staying current on new technologies impacting Call and Contact Center operations. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not sharing new technologies and their capabilities with senior management. I hope you can sense my sarcasm here.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

24-7 InTouch

JULY 8, 2020

Those contact centers that had already invested in technology and a people-first culture were more flexible and were prepared for multiple scenarios for both their team members and client programs success and well-being. . Some ways in which this approach works is by having coaching, Academy Bay, and up-training of agents conducted on campus.

Contact Center 52

Contact Center At home agents Coaching Education 52

OrecX

MAY 1, 2020

Mobile recording methods: VoIP softphone technology. There are several questions you can ask yourself to assess your need to record your at-home agents: 1. Are your agents processing orders with credit cards? Are your agents collecting sensitive customer information? Are your agents offering medical advice?

Management 71

Management voip Telemarketing At home agents 71

Skybridge

APRIL 13, 2020

They need to be secure enough to ask for feedback from their teams and make adjustments as needed in order to nurture strong virtual relationships with their at-home agents. Choosing the right system depends on compatibility with your other technology as well as budget.

Coaching 52

Coaching Customer Care At home agents Call Center 52

SoliCall

NOVEMBER 2, 2023

It goes without saying that technology is the key enabler for this phenomenon. Remote work has become increasingly common during the COVID pandemic but also afterwards. For example, fast internet access and SAAS solutions make remote work very similar to work in the office.

SaaS 59

SaaS Technology At home agents Personalization 59

Outsource Consultants

NOVEMBER 17, 2021

It emerged stronger than before, armed with a new arsenal of technology and procedures. The BPO industry, born on the cusp of a generation of incredible technological evolution, has always been challenged to keep pace with the rapid evolution of industries and their customers’ demands. The BPO industry didn’t just weather the storm.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

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. Leverage Technology Solutions.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

Outsource Consultants

OCTOBER 4, 2021

It’s safe to say, somewhere along your customer journey, remote agents will serve your customers. As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. Recommend leading-edge technologies to scale revenue and growth. Get started.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

VocalCom

JUNE 22, 2020

For a successful and quick transition to a remote work setting, technology is, as always, the answer. Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

BlueOcean

MARCH 24, 2022

When complexity is increased, the interaction between agent and consumer is more significant than ever – on both sides of the equation. Emerging Technologies. Regardless of your industry, the pace of technology in the contact center (and elsewhere in the organization) continues to accelerate.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62