Inside View November PFS

Inside View: PFS

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown. Also, like many companies, the global...
10 COVID-19 Tips for the Contact Center

Contact Center and COVID-19: Lessons Learned

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent and the recommendations of the Center for Disease Control (CDC)...
The Year Ahead for Remote Working in the Contact Center Industry

The Year Ahead for Remote Working

During the course of the past decade, work at home for contact centers has evolved from an alternative staffing strategy to what is now a mature, proven, high returning core business model. Eighty percent...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Training Home-Based Agents

Training programs for home-based agents, especially new-hires, should include ongoing personal contact with a support team member—a supervisor, team leader or senior agent—who they can turn to for a quick response to questions and...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now that home working for contact centers is moving into the...
Home Working

Home-Agent Programs: 4 Common Mistakes

While the advantages of home-agent programs are undeniable, if your model is not well-defined, you’ll likely find yourself running into a few stumbling blocks that can make deep cuts in your potential savings or...
Home Working

Five Critical Success Factors for Home Working

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within the home-working arena. When we compare highly utilized telework business process...
Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors. One area that is often overlooked when establishing a work-at-home...
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