Avoxi

MARCH 18, 2021

AVOXI Goes All-In on Remote Workforce As a global organization, providing a supportive and flexible work environment for our AVOXI employees has always been incredibly important to us. … The post AVOXI Goes All-In on Remote Workforce appeared first on AVOXI.

117

117

Momentum Telecom

JANUARY 5, 2022

Hybrid-remote teams are the norm. Momentum Telecom offers the essential solutions modern organizations need to support their hybrid-remote workers. The post How to Successfully Maintain a Hybrid-Remote Workforce appeared first on Momentum Telecom.

Technology 98

Technology 98

Call Design

APRIL 19, 2023

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages. Here are five reasons why remote agents can be of benefit: 1. Split-Shifts Remote work provides numerous options for scheduling, particularly with split-shifts.

Schedule adherence 78

Schedule adherence Management Transportation Service level 78

Call Design

OCTOBER 20, 2020

Contact centres are facing a huge obstacle as they continue to struggle to provide effective WFH solutions for their remote agents. The first step in mobilising your workforce is to set schedules for your agents. Call Design is one of the most trusted suppliers of workforce management software. Schedule your teams carefully.

Surveys 78

Surveys Consulting Consulting Feedback 78

Momentum Telecom

JUNE 6, 2022

83% 1 of employers say they’ve made a successful shift to remote work. Most businesses are settled into these remote and hybrid work arrangements going into 2022, and many are evaluating where they can make improvements to their telecom and IT infrastructure. . Remote and hybrid teams need cloud solutions that enable productivity.

Telecommunications 98

Telecommunications Construction Service level Technology 98

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Gamification Surveys Management 77

UJET

JULY 7, 2020

Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Other support tools, like workforce management and quality management, are following as well.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

UJET

JULY 7, 2020

Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Other support tools, like workforce management and quality management, are following as well.

Customer Support 96

Customer Support contact center workforce Quality management Contact Center 96

TELUS International

OCTOBER 27, 2020

Learn how to successfully adapt your programs to today's remote workforce. Consistent and meaningful onboarding and training opportunities are crucial for employee engagement.

Employee engagement 108

Employee engagement 108

CCNG

FEBRUARY 28, 2024

They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Technology Surveys 195

Liveops

MARCH 17, 2020

4 Tips for businesses who are embracing a work-at-home workforce. Many more will soon be working remotely. Embracing a remote workforce can be extremely efficient if you’re prepared. . The first step is to build a remote infrastructure. Keep in mind that not every person will thrive in a remote environment.

Education 62

Education Best practices Contact Center Management 62

pindrop

APRIL 22, 2020

In this post, we will explore the ways in which you can optimize processes and resources for a remote or remote-ish workforce. Why is Workforce Optimization Important? 4 Resources for Optimizing Your Remote Workforce. The post 4 Tips for Optimizing Your Remote Workforce appeared first on Pindrop.

Call Center 69

Call Center call center professionals Wait times Interactive Voice Response 69

Liveops

SEPTEMBER 9, 2021

Over the past year, many businesses were forced to adapt to remote operations. Since its inception two decades ago, our security team has been keenly aware of the unique challenges that arise from a predominately remote workforce. Thankfully, at Liveops, we were already one step ahead. Verify the Agent’s Identity.

Engineering 62

Engineering Call Center 62

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

Contact Center Pipeline

DECEMBER 21, 2022

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent.

Management 300

Management Contact Center Marketing Quality management 300

SharpenCX

JULY 1, 2020

As perceptions about remote work shift, many companies are adopting blended models and adding more flexibility for their employees. And with companies working remotely more often, leaders are faced with managing new key challenges, like how to handle conflict in the workforce. Complications of Conflict and Remote Teams.

Contact Center 137

Contact Center Management call center workforce Morale 137

Working Solutions

MARCH 8, 2021

Remote workforces came of age en masse during the pandemic. Today’s stories tell the tale of businesses born again, from Forbes reporting about the new-age permanence of remote workers to Fast Company predicting about the remote work revolution. While […].

Education 52

Education outsourcing Call Center Customer Experience 52

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

ConvergeOne

APRIL 28, 2020

Here are some ways that networks can adapt to best serve predominately remote workforces. As the “temporary” new normal sets in, some of our traditional methods of connecting users to resources have changed.

Enterprise 58

Enterprise 58

LiveVox

MAY 15, 2020

The benefits of speech analytics when managing a remote workforce: Our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance.

Analytics 81

Analytics Management Contact Center 81

LiveVox

MARCH 24, 2020

Ten Tips for Optimizing a Remote Agent Workforce For obvious reasons (which we need not go into here), the ability to manage, motivate, and optimize a remote, dispersed workforce has never been more critical for today’s contact center leaders.?

Contact Center 50

Contact Center Management 50

Contact Center Pipeline

MARCH 17, 2021

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” What’s it like managing those without all your peers here?” […].

Contact Center 162

Contact Center Management Customer Service Call Center 162

Jive

JANUARY 31, 2019

Businesses are opting for remote teams to reduce traditional overhead office expenses. Meanwhile, employees prefer working remotely to create a better work/life balance. In fact, a study found that, “ 70% of people globally work remotely at least once a week.” . A lot of people assume that building a remote workforce is easy.

voip 53

voip Telecommunications Technology Management 53

Taylor Reach Group

OCTOBER 29, 2021

Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers. The shift to remote teams, especially for customer-facing contact teams, is not without its challenges.

Government 52

Government Contact Center Management Consulting 52

LiveVox

APRIL 23, 2020

Understanding your remote workforce: The most important metrics to look at You’ve set up at-home agents. The post Understanding your remote workforce: The most important metrics to look at appeared first on Livevox. Hopefully, the transition went as smoothly as it could have at such short notice; you got.

Metrics 54

Metrics At home agents Contact Center Analytics 54

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. About the Author.

Management 52

Management Schedule adherence Gamification At home agents 52

Revation Systems

JUNE 29, 2018

remote workforce is made up of 3.9 If that isn’t enough of an indicator of this growing trend, job site Indeed noted that jobseekers searching for “remote/work from home” as a keyword increased by 385 percent in 2017. Here are some tips for prioritizing the needs of your remote workforce: Provide Appropriate Technology Training.

Technology 48

Technology Management 48

SharpenCX

JUNE 16, 2020

In the last few months, technology giants like Apple, Facebook, Microsoft and Twitter have made the move to a fully remote work environment. Remote work isn’t just a trend any more. Many companies are building remote work strategies around the needs of their workforce. For many, it’s become our present and our future.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

SharpenCX

MAY 20, 2020

And, you’ve culled through tips on how to engage remote teams and keep productivity pulsing through your dispersed workforces. But trends tell us that remote work won’t vanish any time soon. And, with several months at home under our belt, burnout will seep into your workforce if you don’t take proper measures.

Management 84

Management Coaching Contact Center Contact center software 84

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Customer Support 64

Customer Support Analytics Quality management Management 64

Calabrio

MARCH 26, 2020

The post How to use Calabrio WFM to empower a remote workforce appeared first on Calabrio. For more tips and advice from our experts, visit our Covid-19 Resource Center (login required).

Technology 75

Technology Best practices 75

LiveVox

APRIL 15, 2020

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed. For a successful switch, focus on the core elements that.

At home agents 52

At home agents Contact Center 52

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Deliver on the commitments voiced by and pledged to the workforce (do what you say you'll do). Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195