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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 Seven)

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook. It is no different now that […]

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Why desktop analytics is a must for work-from-home agents, and beyond?

Remote work has opened new possibilities in how contact centres manage their workforce. However, it has also unearthed new challenges in keeping those employees engaged. Two resources, often mentioned in the context of tracking agent activity, are Desktop Analytics and Screen Recording. While both allow capturing of agent activity on-screen, there are large differences that [...]
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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 Six)

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. If only one lesson sticks with me (but believe me, there are going to […]

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Dodging Common WFH Hazards in the Contact Centre

In my last article, I covered some of the reasons why WFH will indeed be the "new normal" for contact centres post-pandemic. However, this process is not without challenges. Here are my suggestions for dodging what I've seen to be the top three: Analyse and formalise the participation and processes for your expanded WFH policy [...]
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WFH: The New Normal for Contact Centres Post-Pandemic?

At some point, contact centres will return to a “new normal” post-pandemic. We may not know yet how that new normal will look. And it likely will look differently from one contact centre to the next. But one thing is for sure: work from home (WFH) will play a much bigger role—in a much shorter […]

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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 Five)

Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are based in an office environment, we have now passed the phase where working from home is an experimental novelty. By now, we have settled in. We have created new routines, made decisions about […]

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4 Distance Learning Tips from Homeschoolers for Busy Contact Centre Agents

Unless you were trained as a teacher—or are married to one—this distance learning situation so many of us find ourselves in might be testing even the most hardened resolve. In fact, I’ve heard some parents go so far as referring to it as “an extreme sport.” Yet there are people who teach their kids from […]

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4 Key Ways to Keep New WFH Contact Centre Agents Happy and Engaged

More contact centre 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, [...]
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