More contact center agents than ever are working from home (WFH) right now. And they’re facing more than their fair share of WFH challenges—including sharing home office space with other family members and splitting their focus during work hours between job duties, childcare needs and distance learning demands. The result? Fractured attention spans, rising exhaustion, [...]

In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges. This week, instead of exploring how we […]

Last week, I talked about some of the inspiring ways our customers are tackling the challenge of coronavirus and strategies Calabrio is using to aid our customer network. Staying positive can be difficult now, and that’s why sharing positive stories from our network is so important. As leaders, our role is to help our people […]

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity. Read our complete […]

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 […]

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 […]

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 […]

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 […]