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How to Convert a Remote Agent Workforce - Dialog Direct, a Qualfon Company Case Study

While the recent Coronavirus outbreak has been forcing organizations worldwide to institute “work at home” policies for their workforce, progressive thought leaders in the contact center space have already been shifting a greater percentage of their agent personnel to a “work at home” model. While the economics and expanded labor pool potential represent compelling arguments in favor of the shift, the question remains “How do we make the transition and ensure our quality assurance program does not suffer in the process?”

Join Dialog Direct’s Vice President of Training, Marvie Wright as she provides an overview the advantages of migrating and creating a remote based contact center agent workforce. Learn how you can do this in your organization by hearing about Dialog Direct’s journey of achieving, maintaining and improving remote agent performance and customer outcomes with the support of speech analytics.

In this webinar, you will learn:

  • The factors to consider in converting to a remote workforce
  • The steps Dialog Direct took in the remote workforce conversion process
  • The value of speech analytics to maintain and advance Dialog Direct’s QA program

Download the webinar slides here.

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