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Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1

by: Mark Pereira

How to handle challenges of agents working from home.

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Strategies for Managing Remote Call Center Teams – Part 1

Strategies for Managing Remote Call Center Teams – Part 1 How to handle challenges of agents working from home. Current Issue People Engagement Remote Work Strategy

Reinventing Workplace Connections

Reinventing Workplace Connections How to nurture friendships in the remote contact center era. Current Issue People Turnover Workplace Environment Technology Remote Work Operations

Disruption Ahead for The Contact Center Workforce – Part 1

Disruption Ahead for The Contact Center Workforce – Part 1 Declining labor supply poses challenges and how to offset them. Current Issue Strategy Customer Experience People Hiring

Guiding Customers on Their Journeys

Guiding Customers on Their Journeys How AI can assist agents assist customers. Current Issue People Technology Artificial Intelligence Remote Work Operations

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. Current Issue People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations

Happy Fifteenth Anniversary

Happy Fifteenth Anniversary My five wishes! Strategy Vision - Mission - Values Visibility People

A Second Chance

A Second Chance Sharing my voice about the actions we can and should take. Operations Strategy Vision - Mission - Values Visibility People Development

How Did You Get Here?

How Did You Get Here? Embracing the opportunity to build a contact center career. Strategy Vision - Mission - Values People Development Technology

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!

Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3! Three times we got it right. Two times we must do it again. And one thing that is changing everything. Strategy Customer Experience People Technology Artificial Intelligence

The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch Gen Z and phone phobia. Operations People Hiring Development

Reflections From the Front Line

Reflections From the Front Line My life as a contact center leader. People Development

2024 State of the Contact Center

2024 State of the Contact Center Inside the trenches view. Member Exclusive Trending Operations Strategy Customer Experience Culture People Editor's Picks Member Exclusive

Surprises and Delights

Surprises and Delights Work from home…15 years in review. People Hiring Remote Work Operations

Contact Center Vital Signs

Contact Center Vital Signs Top five recommendations for success and advancement. Operations Collaboration Strategy Culture Planning People Hiring

The State of the Contact Center Industry

The State of the Contact Center Industry Where are we headed? Operations People Technology Artificial Intelligence

Leaders, Are You Ready for the Future of Work?

Leaders, Are You Ready for the Future of Work? The advanced emotional intelligence skills of adaptability. Strategy People Development

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Strategies for Managing Remote Call Center Teams – Part 1

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