White Papers

Workforce management best practices for the work-from-home contact center

Overview

There are many reasons companies transition to a work-from-home model, ranging from response to a health crisis or natural disaster, to adapting their business model amid market disruption. Regardless of the reason for the shift, making the move to work-from-home can reap many benefits for employees and organizations alike, but it does come with its workforce management challenges. This eBook specifically provides tips and best practices for workforce management in a remote contact center.

White Papers

Checklist: Managing Work-from-Home Agents

As your organization navigates potential emergency situations that force agents to work remotely, NICE inContact has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE inContact has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.

Demo Videos

Simplify Workforce management

Simplify everything from forecasting to scheduling without juggling spreadsheets or multiple applications.

Webinars

Remote Contact Center Workforce (Webinar) | Cloud Call Center Software

Building a strong company culture with your mobile agents is within reach — with the help of some top-tier strategies, tips and techniques. In this webinar, you’ll learn the ins and outs of building and scaling a world-class team of remote agents. Jill Blankenship, CEO of Frontline Group discusses how to harness the power of a virtual workforce, using tools and techniques to capture data, measuring and improving KPIs and managing teams spread across multiple locations.