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How to Juggle Remote Customer Service with Distance Learning Needs

Working from home for the first time as a customer service agent can be a mind shift. Add in new responsibilities as a distance learning instructor for your children—the situation in which so many of us find ourselves right now—and that so-called mind shift could make some feel like their heads might explode. We’re here […]

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5 tips for staying compliant with remote agents

Over the past several years, the number of contact centers employing remote workers has grown significantly. You might have already been planning for it and started testing the waters with remote agents. Now, due to COVID-19, you might be required to quickly move your workforce to remote locations. Maintaining great customer service during this transition […]

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Quickly Deploy a Cloud Contact Center with Calabrio ONE, Twilio Flex Boost and Avtex

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. It has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home […]

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Put empathy at the forefront of your customer service strategy

Now more than ever, it’s crucial we understand what challenges our customers are going through and develop ways we can help. The foundation of this process is listening and communication. The last few weeks has impacted us all in different ways. There is a heightened sense of anxiety and uncertainty as we deal with the […]

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What’s New in the World of Contact Center WFM

With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts […]

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How to use Calabrio WFM to empower a remote workforce

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.   This new reality gives us a lot […]

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Two)

Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups […]

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)

Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. But the challenges we are collectively facing—in keeping ourselves, our families, our communities […]

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