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Special Report: Remote Agents - Managing a WFH Contact Center

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Matt Wujciak

Special Report: Remote Agents - Managing a WFH contact center

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Although ill-advised, it was once very easy to ignore a business contingency plan during periods of fortune and economic prosperity. However, throughout the behavioral shifts behooved by the COVID-19 pandemic, businesses are seeing the consequences of their inactivity.

In this report you’ll learn:

• The remote trends and best practices that are here to stay

• Current CX delivery challenges and how to overcome them

• How to improve brand tone and speech analytics in the remote, digital era

• How to micro-coach employees through real-time data

• How to measure front-line employee and agent effort - from your couch