Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

Embracing Agility in the Contact Center

Contact Center Pipeline

Culture agile thinking agility call center change management contact center culture empowermentAgile thinking became the key to business survival during the COVID-19 crisis.

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The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation

Building a Resilient Contact Center

Contact Center Pipeline

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Contact Center Pipeline Magazine: Inside Our June 2022 Issue

Contact Center Pipeline

Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Inside The Issue call center contact centerRemote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Training & Development blended learning call center contact center in-person training industry research new-hire training onboarding remote training training training life cycle

Managing Emotional Labor in the Contact Center

Contact Center Pipeline

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress management

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers?

A Deeper Look into Inbound Call Centers

Ansafone

On top of … A Deeper Look into Inbound Call Centers Read More ». The post A Deeper Look into Inbound Call Centers appeared first on Ansafone Contact Centers.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

Top Seven Call Center Software Requirements for the “Now Normal”

Contact Center Pipeline

Technology agent desktop AI call center cloud solutions Collaboration communication solutions contact center desktop virtualization machine learning UC UCC unified communications unified communications and collaboration

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. Inside The Issue call center contact centerI think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Contact Center Pipeline

Inside The Issue call center contact centerDid you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t.

How To Migrate Your Contact Center To A Cloud-Based Solution in 10 Minutes

A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? What is Occupancy in the Contact Center?

Contact Center Pipeline Magazine: Inside Our March 2022 Issue

Contact Center Pipeline

This issue marks our 13th year of publishing Contact Center Pipeline. Inside The Issue call center contact centerFor many, 13 is an unlucky number.

Where Contact Centers Go from Here

Contact Center Pipeline

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.”

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions. As the U.S. continues to recover from the economic implications of the global pandemic, join us for this discussion on technologies that have paved the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.

Accomplishing Call Center Transformation with Unified Communications Softphones

Contact Center Pipeline

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences.

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program

Biden Administration Impact on Contact Centers

Contact Center Pipeline

Contact Center Compliance call center pay CARES Act consumer privacy rights consumer rights legislation contact center compliance contact center salaries Dodd-Frank Act Family Medical Leave Act federal minimum wage FMLA labor laws labor unions paid sick leave

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

Leadership call centers communication contact centers DISC Personality Assessment Emotional Intelligence leader development leadership skills self-awareness self-care stress managementWe are now well into 2021, and I hope this year will be a much better year for all.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

Contact Center Pipeline had a very good 2021. Inside The Issue call center contact centerTIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be.

Contact Center Pipeline Magazine: Inside Our February 2022 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. The February feature looks at how labor market pressure may bring contact center […]. Inside The Issue call center contact center

Will Video “Kill” the Call Center Agent?

Contact Center Pipeline

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV some 40 years ago, on August 1, 1981.

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership.

AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

Are we nearing the end of the live agent era? In the macro view, the benefits of AI-powered automation are undeniable – but in the micro view, real humans get caught in the wake of progress. Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both.

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […]. We are finally at the end of a turbulent 2020.

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

Contact Center Pipeline

Kind of reminds me of our contact centers. Inside The Issue call center contact centerWhat a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes.

3 Call Center Quality Monitoring Best Practices

Fonolo

” That first sentence is a home run for call center quality monitoring. Your first step to meeting them is through call center quality monitoring. But how do you monitor and analyze a call center that receives thousands of daily calls?

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.