Tag: work-at-home
How to Retain and Engage Your Best Contact Center Agents
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...
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...
Close to You
In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...
The New World for Contact Centers May Be Where We Were Already Headed
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...
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 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: 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...
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...
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...
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...
