Your call center went 100% remote overnight.
That rapid change means rapid response. You now have a remote workforce. The shift brings new challenges for keeping a pulse on business trends, maintaining messaging and process consistency, and coaching agents.
We're here to make the transition (and the future) easy for you, and it starts with this playbook.
What's in the playbook?
- Challenges of Remote Call Centers - What to watch out for when moving agents remote, from compliance to collaboration, to culture.
- Keeping Agents Engaged and Coached - Tips for new ways of virtually engaging and coaching agents for supervisors, managers, and quality analysts.
- Monitoring 100% of Critical Interactions - Tactics for measuring specific metrics for critical KPIS, and how to act on them.