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Best Practices for Keeping Remote Employees Engaged

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?
Recorded Jul 23 2020 61 mins
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Presented by
Dave Hoekstra-WFM Evangelist, Calabrio; Doug Zimmerman-QM & Analytics Consultant; and Robin Butterfield-Analytics Consultant
Presentation preview: Best Practices for Keeping Remote Employees Engaged

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: Best Practices for Keeping Remote Employees Engaged
  • Live at: Jul 23 2020 6:00 pm
  • Presented by: Dave Hoekstra-WFM Evangelist, Calabrio; Doug Zimmerman-QM & Analytics Consultant; and Robin Butterfield-Analytics Consultant
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