Who is Managing your Day?

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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 required task instead of dumping it back in my lap.” Having managed large call center teams over the course of my career I have … Read More

Virtual Agent Best Practices Series – Technology

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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 At Home Agents. As I mentioned last month there is no clearly identified best process to follow when deploying Work … Read More

Virtual Agents Best Practices Series – Process

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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. As I mentioned previously there is no clearly identified best process to follow when deploying Work At Home Agents but … Read More

Virtual Agents Best Practices Series – People

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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 next couple of newsletters some Virtual Agent “Best Practices”. Over the last couple of years … Read More