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

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 […]

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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 Three)

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 […]

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