7 Essentials to Managing Remote Call Center Agents

7 Essentials to Managing Remote Call Center Agents

People are working remotely more than ever thanks to the proliferation of online productivity, communication tools, and of course, the pandemic. At the beginning of the pandemic, 31% of employees worked from home at least part-time. By March 2020, that number grew to 45% and then grew again to 62% by April 2020, according to…

Top Reasons for Call Center Turnover and How to Reduce It

Top Reasons for Call Center Turnover and How to Reduce It

It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…

Improve Contact Center Agent Efficiency: 6 Tips For Success

Improve Contact Center Agent Efficiency: 6 Tips For Success

Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…