Tag: work from home

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

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...

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

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...

2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home...

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

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...

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

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...

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the...

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...

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...

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...