Contact centers continue their efforts to overcome challenges brought on by COVID-19 – from keeping work-from-home agents productive to delivering customer satisfaction via remote teams to cutting costs responsibly. It’s all about discovering strategies to succeed during economic uncertainty. Listen to this panel discussion and learn firsthand what’s worked for other contact center leaders.
Work-from-Home Contact Center Best Practices
With measures around COVID-19 globally escalating, organizations are required to balance employee safety with maintaining critical service to millions of customers. Contact centers are now facing their biggest challenge ever: transitioning office-based representatives to work from home agents. In this virtual event, learn from our experts what it takes to successfully transition your contact center to a work-from-home environment and hear success stories of successful transitions. Watch any or all of these 30-minute best practice chapters: • Overview of major changes and considerations in a work-from-home contact center • Getting the foundation right for @home agents: routing, connectivity, environment • Scheduling and staffing: maintaining SLAs in time of customer and agent disruptions • Quality and performance: automate, target, and collaborate to provide coaching @home • Best practices contact center leader roundtable: leadership tips and lessons learned
WFM that works from home
Get tips and best practices for workforce management in a remote contact center.