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Remote Agents: Managing a WFH Contact Center

It’s time for companies to rethink their approach to make-shift remote work operations, not only to support work-from-home in the near term, but to ensure that their CX remains strong in the face of future risk.

In this report, a collaboration between CCW, CallMiner and other thought leaders, we’ll address the following areas that are vital to the success of your work-from-home agent workforce:

  • KPI Alignment
  • Agent Engagement
  • Stressing Voice of the Brand
  • Avoiding Process Disconnects
  • Micro-Coaching Through Real-Time Data
  • Data & Technology to Measure Agent Effort
  • Data & Technology to Measure Supervisor Effort

To learn about these and other areas of guidance and advice during these uncertain times, download the report now.

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How Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results
How Hawaiian Airlines Used Speech Analytics to Improve CX & Bottom Line Results

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