How easy is it to set up a workspace/ home office?
From a health care stand point, due to patient privacy - we have to be very vigilant in making sure all information are indeed secured. First, we have to determine the bandwidth of their internet connection, duo authentication to make sure the connection with Stanford is secured and the necessary proprietary software is loaded on their computer if not working from a company owned computer.
What technology / equipment do you need?
Proprietary software, Duo Authentication, softphone, headset
Do you feel people working from home work harder, about the same or less than those working in an office environment
About the same - depends on their home life
What advice would you give anyone working from home for the first time and how to adapt?
Make sure they have a separate area to work, away from the the rest of the family. Set straight rules to not be disturbed while working and make sure they maintain the same regiment as they would at work
Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
I don't think so
How does working from home affect your home life? (for example if you have children, partner etc)
Everyone at home have to realize that you are work, even though physically you are at home
Do you feel like a proper employee? i.e. you are at work when working from home?
When you work in an office and you leave you disconnect from work - literally. If you work at home how easy is it to dis-connect from work?
Hard but can be done
How do you stay motivated when working from home?
This depends on the supervisor that's managing the process and continuous encouragements works well
How often does your company check in with you?
Consistantly - but at different times unannounced.
What would you say is the best part of working from home?
Don't have to wear a tie
What would you say is the worst part of working from home?
Do you feel safer (e.g. don't travel, won't catch viruses from colleagues etc) working from home?
Do you prefer working from home? Yes/No? Explain why
No - work is work, home should be about family. However, sometimes - life dictated something differently and we have to adapt
How do you measure productivity of home based agents and also availability?
Should be the same as thought they are in the office
How do you keep in touch with staff during the day?
Jabber or other instant messaging along with screen capture and call monitoring - real time
Published: Monday, April 20, 2020
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Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
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Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
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|7.)||Lieber & Associates|
Technology Consulting Services
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Its ease to Use , easier onboarding, forecasting and better scheduling.
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SPEED & PLUS
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Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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Pay As You Go remote assessment tool for contact centre job applicants.
NO set up or registration fee and NO minimum use contract
Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.
Full management dashboard
Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)
Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk
Variety of UK accents used by callers (of different ages and genders)
You retain control of all communication with the applicants
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