Managing in the new normal of remote contact centers

Drive outstanding experiences—no matter where employees work

If your business relies on a contact center, you’re likely running it remotely—Nemertes says 91% of contact centers now support a work-from-home model. So remotely, you need to vigilantly watch employee performance and customer delight. But with the right capabilities for remote agents and supervisors, you can easily keep delivering and improving employee and customer experiences. Plus, your remote people may improve their work/life balance, your business can gain higher employee engagement, and ultimately you may even lower infrastructure costs.

Keep Driving Performance

Continue monitoring and measuring employee activities and customer interactions—and communicate modifications as needed.

• Capture desktop activity to get visibility into employee off-phone activities, application usage, processes, and schedule adherence.
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• Automate the entire quality management process from scoring evaluations to assigning coaching.
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• Enable supervisors to promote consistent customer experiences by listening to customer calls.