Tethr
JULY 22, 2020
Exceptional call center leaders use a coaching philosophy to manage their teams. This is especially critical when it comes to leading a team of reps who are based out of their homes. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.
CCNG
FEBRUARY 14, 2024
Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. My recruiting and training departments were struggling to get enough people sourced, recruited, hired, onboarded, and trained so the new agents could move into nesting and then onto the operational floor.
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Skybridge
APRIL 13, 2020
In today’s post, I’d like to highlight how your coaching process will need to change. Strong, Confident Leaders — Now more than ever, you’ll need managers who are either experienced at managing remote employees – or confident enough in their leadership skills to not be driven by ego. They have to be planned.
Tethr
MARCH 3, 2020
Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting. After all, management must also adapt to a new landscape. Learning how to train, manage and motivate agents is challenging. Nail down at-home agent policies and guidelines.
DMG Consulting
MARCH 2, 2021
Question: Can gamification be used for work-at-home (WAH) agents? Answer: The forced migration of on-site contact center employees to work-at-home agents has renewed interest in employee empowerment tools. This, in turn, drives a better service experience for customers, which improves enterprise profitability and brand.
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. This brings a new set of challenges.
Pipkins
SEPTEMBER 29, 2017
Pipkins has endeavored to tackle six obstacles Reidy highlighted in his speech that companies need to manage to create a successful telecommuting experience: Monitoring the employees’ productivity. Proper training and coaching. Interaction with co-workers and management. Accurately recording employee’s hours worked.
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