Tag: WFH
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...
Rebooting Your Workforce Management Strategy
Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and...
Preventing Contact Center Agent Burnout
Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus...
Why the Call Center Was Already Collapsing—Even Before COVID-19
COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...
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...
Redefining the Work Experience
As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees...
COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...
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...
