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Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...

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...

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...
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...

Leadership Insights: Rising Above COVID Challenges

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1...

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...

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...

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...

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...

Resiliency in the Age of Pandemic

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on...
Coronavirus COVID-19 Contact Center Lessons

Where Contact Centers Go from Here

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...

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 Top 5 Blog Posts

Top 5 Posts in March

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...

The Top 5 Mistakes Companies Make with Remote Work

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: 3 Practices for Retaining Top Talent

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

It's not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers'...