COACH ' S CORNER
ILLUSTRATION PROVIDED BY ADOBE STOCK
STRATEGIES
FOR MANAGING REMOTE CALL CENTER TEAMS – PART 1 HOW TO HANDLE CHALLENGES OF AGENTS WORKING FROM HOME .
BY MARK PEREIRA
As the world has shed its embrace from the global COVID-19 pandemic , call and contact center leaders find themselves in a classroom of adaptability . They teach us to pivot while staying true to our objectives , serving customers , and meeting service level agreements ( SLAs ).
Yet , this shift is not just about survival . It ' s ushering in a new call and contact center management era . Picture rolling out the red carpet to a mix of benefits and challenges .
20 CONTACT CENTER PIPELINE
• From the obvious , like reducing office space and the ability to cast a broader net in filling open roles .
• To the more peculiar moments : like wondering “ why Josh is in after-call work ( ACW ) for over seven minutes when five calls are waiting in the call queues .”
As a call center leader , navigating this transition is not just a matter of logistics but a strategic imperative . In these pages , we journey through some of the best practices for creating an engaged customer-oriented team in an evolving remote work landscape .
This is a complex topic . So , I ’ ve decided to split my column into two parts . Part 1 will look at communications , technology , and performance monitoring while Part 2 will cover employee engagement , security , and training , with parting advice .
CONNECTING WITH AN OFFSITE TEAM MEMBER ... INVOLVES TIME AND EFFORT TO CRAFT A CLEAR , ERROR-FREE MESSAGE ...