Industry Insights

Who is Managing your Day?

Many times it seems as Managers we get caught handling issues that we expect our team members to handle and we find ourselves frustrated and asking ourselves the question, "why can't my employees take the necessary actions required to complete a...

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Virtual Agent Best Practices Series - Technology

In the two previous INSIGHTS issues I shared Virtual Agent “Best Practices” tied to People and Process. In this column I will outline Technology “Best Practices” that I have identified through my research and discussions with early adopters of work...

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Virtual Agents Best Practices Series - Process

In the previous issue I shared Virtual Agent “Best Practices” tied to People and in this column I will outline Process “Best Practices” that I have identified through my research and discussions with early adopters of Work At Home Agents.

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Virtual Agents Best Practices Series - People

As more and more managers venture in the Virtual Contact Center world and make the decision to have a portion of their company’s call center operation manned by Work at Home Agents, I thought it might be beneficial to share over the course of the...

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