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The Sustainable Work-From-Home Contact Center: Give Supervisors Simplified Insights and Easy Access to QM...

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

Creating a Sustainable Work-From-Home Contact Center

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some...

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results...

Moving Contact Center Agents Home for the Long-Term

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

Avoiding Work-at-Home Virtual Shock

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments...

How to Make Work Work Again

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re...

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...
Change Your Work at Home Model

Change Your Work-at-Home Model to Fit Your Agents’ Needs

The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise...

Building a Sustainable Strategy for Remote Agents

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together...

Home, Sings Me of Sweet Things

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I...

Roll with the Changes

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...

Working From Home—A Growing Necessity

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...
Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little...

Three Things Seasoned Work-From-Home Leaders Always Get Right

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities...

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...
Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in...
Contact Center Pipeline Blog