People

Refining Remote Working

How WFH contact center employees can best engage with customers and colleagues.

Operations Strategy Culture Remote Work People


Simplifying the Human Complexities

How best to manage contact center workforce challenges

People Performance Management Remote Work People


7 Ideas to Build Engagement with Work-From-Home Agents

Working from home can feel like being stranded on a desert island.

People Culture Remote Work People


26 Ideas for Engaging Your Contact Center Team

You don’t need a reason to pick up the phone and talk to your team.

People Recognition Remote Work People Editor's Picks



How Do We Build Culture with Distributed Teams?

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

People Culture Remote Work Operations People Strategy Technology


Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology



Why Customer Service Is Not an “Entry-Level” Position

AI is taking on transactions formerly done by tier 1 agents, and agents are now moving up to tier 2 customer interactions.

People Development Remote Work People


Managing Emotional Labor in the Contact Center

When frontline employees use deep acting to interact with customers, absenteeism and turnover are reduced.

People COVID-19 Agent Motivation Remote Work People


Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

When you’re deciding how to select candidates for any role, it’s important to identify the characteristics that are predictive of success, and to find an accurate way to assess them.

People Hiring Remote Work People


Invest in Your Human Capital

How do I calculate return on investment? By smiles, laughter, appreciation and camaraderie.

People Performance Management Recognition Remote Work People


Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

As working from home will likely remain the norm, call centers face a new test—how to reshape hiring and performance management practices to bring ‘never on-site’ workers into...

People Hiring COVID-19 Remote Work Remote Work People


How to Make Remote Training Work for New-Hires

Injecting more than the usual amount of knowledge checks into the middle of presentations helps to keep the class engaged and makes learning a two-way exchange of information.

People Development COVID-19 Agent Motivation Remote Work People


The Four Most Important Skills for Leading Hybrid Teams

It is like going to a foreign country and learning to drive on the opposite side of the road. The fundamentals are the same. You just apply them differently.

People COVID-19 Remote Work Remote Work People


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