Webinars

Ensuring business continuity and success in remote contact center model

Overview

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.

Webinars

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

Webinars

Your Work from Home Contact Center: Getting the Foundation Right

Overcoming the challenges of a work-from-home contact center is all about getting the foundation right. Watch this webinar and discover how one company successfully transitioned to this “new normal,” as Expivia’s CEO shares its best practices – from technology to operations to agents.  

White Papers

WFM that works from home

Get tips and best practices for workforce management in a remote contact center.