Tethr
JULY 22, 2020
When it comes to call center leaders and their teams, is quality weaved throughout the relationship? That being said, high standards are especially critical when it comes to the team who is having conversations with the customers on a regular basis—your call center agents.
Tethr
JULY 6, 2020
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. Managers can surface impactful coaching opportunities to help reps reach their goals.
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Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.
Outsource Consultants
FEBRUARY 22, 2021
But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.
Skybridge
APRIL 13, 2020
In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. In today’s post, I’d like to highlight how your coaching process will need to change. Before, your supervisors could stop by each agent’s desk to say hello or check in on performance.
Skybridge
JUNE 10, 2020
For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home. For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time.
Serenova
OCTOBER 7, 2020
Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status.
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