Tag: work-at-home

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...

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...

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...

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...

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...

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

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...

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...

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...

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...

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...

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...

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

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...

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...

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

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

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no...

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'...