August 2020

Due to the COVID-19 pandemic, the business world is quickly embracing the remote-first paradigm. But remote workforce challenges typically arise, even when your employees are tech-savvy and highly agile. Working from home requires significant process updates, some of which make common tasks more difficult than they were originally. Additionally, when an employee struggles, they may not know who to turn to or how to reach...

Many contact centers had to shutter their doors, sending their employees home to work remotely, due to the COVID-19 pandemic. While much about the paradigm is different, one typical activity that can be especially challenging to handle is coaching a remote contact center team.   Managers have to ensure that their teams stay on target and meet productivity and performance standards. In a traditional workplace, this process...