The Power of One: Every Agent Matters

In these extraordinary times when many of us have had to transition our customer service agents to work at home, it is more important than ever that all agents understand their individual contribution to servicing customers. And that they understand how much they are appreciated. This video shows the impact each person makes on service level, occupancy and average speed …

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Building a Cohesive Virtual Team

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting results from those who work in different locations, who don’t report to you, or who don’t work the same hours. …

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