Remote Work Resources for Contact Centers

Remote Resources for Contact Centers

Gazing at the Staffing Crystal Ball

Operations

Gazing at the Staffing Crystal Ball

by: Brendan Read

What will happen with agent recruitment and retention?

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Meeting Today’s Coaching, Training Challenges

Strategy
Meeting Today’s Coaching, Training Challenges
by: Brendan Read
How to manage with generations, impatient customers, AI, and remote work.

The New Trifecta of Contact Center Reliability

Technology
The New Trifecta of Contact Center Reliability
by: Ankush Gangwani
Agent experience, proactive security, and network redundancy are key.

Why Software QA is Good for Business (to Business)

Technology
Why Software QA is Good for Business (to Business)
by: Max Lipovetsky
Delivering excellent B2B CX depends on optimally-functioning solutions.

Disruption Ahead for The Contact Center Workforce – Part 2

Operations
Disruption Ahead for The Contact Center Workforce – Part 2
by: Brent Holland
Declining labor supply poses challenges and how to offset them.

Strategies for Managing Remote Call Center Teams – Part 2

Operations
Strategies for Managing Remote Call Center Teams – Part 2
by: Mark Pereira
How to handle challenges of agents working from home.

Can Voice Authentication Help Overwhelmed Agents?

People
Can Voice Authentication Help Overwhelmed Agents?
by: Chad Rogers
Experience with it says yes.

Where to Call and Contact?

Operations
Where to Call and Contact?
by: Brendan Read
The New Normal, like WFH, has shaken up contact center site selection strategies.

Connecting With Remote Colleagues: In Writing

Operations
Connecting With Remote Colleagues: In Writing
by: Leslie O’Flahavan
Email has its flaws, so here’s how to make the best of it.

Strategies for Managing Remote Call Center Teams – Part 1

Strategy
Strategies for Managing Remote Call Center Teams – Part 1
by: Mark Pereira
How to handle challenges of agents working from home.

Reinventing Workplace Connections

Operations
Reinventing Workplace Connections
by: Eric Berg & Shane Devitt
How to nurture friendships in the remote contact center era.

Guiding Customers on Their Journeys

Operations
Guiding Customers on Their Journeys
by: Brian Peterson
How AI can assist agents assist customers.

Managing to Adapt

Strategy
Managing to Adapt
by: Brendan Read
Where are contact centers going post-COVID-19 pandemic?

Recruitment, Attrition, and COVID-19

Case Studies
Recruitment, Attrition, and COVID-19
by: Brendan Read
How Jackson National Life’s contact center responded to the challenges.

Surprises and Delights

Operations
Surprises and Delights
by: Michele Rowan
Work from home…15 years in review.

Back to the Future

Operations
Back to the Future
by: Gerry Barber
Change is the only constant.

Overcoming the Workforce Challenges

Strategy
Overcoming the Workforce Challenges
by: Brendan Read
How managers can ensure having the right people at the right times.

Most Read

People

Embracing Remote Work

Embracing Remote Work

Editor's Picks

Safely Continuing Customer Contact

Safely Continuing Customer Contact

Technology

Changing the Business Experience

Changing the Business Experience

Case Studies

Winning Customer and Employee Support

Winning Customer and Employee Support

Operations

Should Agents Work from Home?

Should Agents Work from Home?