How to better manage teams of remote contact center agents.
Can you build a meaningful culture in a virtual contact center?
Collaboration and (over) communication at your remote call center
The changing role of the supervisor
The pandemic may ultimately have had little effect on agents, but it has completely upended the workplace for their supervisors.
Chapter 05 What is the key to your digital expansion?
The perfect storm: How to adapt your CX to meet the moment
The company’s new cloud platform was simple enough to work with — she had little trouble answering customer calls or solving queries in a live chat as management had given her a laptop and a headset and nothing else was needed to perform her work technically — but how could she get some extra help if she needed it?