Best Practices for Keeping Remote Employees Engaged

Presented by

Dave Hoekstra-WFM Evangelist, Calabrio; Doug Zimmerman-QM & Analytics Consultant; and Robin Butterfield-Analytics Consultant

About this talk

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care. The topics discussed during this webinar replay include: *Do I need to score more calls when my agents are working from home? *How can I make conversations personal over video? *How can I make coaching as effective when not in person? *Are there tools that can help me keep track of things more efficiently?

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