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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...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations...

Tips for Onboarding New-Hires Remotely

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been...

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often...
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...

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...

Changes in Contact Center latitudes, Changes in AI Attitudes

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by...

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored...
2020 Sponsor Wall of Fame

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Customer Contact Strategies CEO/Founder: Michele Rowan When founded: 2009 Describe your company: We help companies design/expand their work-at-home programs for contact centers via custom...

Creating a Collaborative Virtual Team

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to...
6 Common Sense Practices to Share with Work-at-Home Agents

6 Common Sense Practices to Share with Work-at-Home Agents

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever...
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