Member Town Hall - Managing a Work From Anywhere Workforce

Presented by

Eric Berg, CEO, ContactCenterPro Consulting

About this talk

CCNG member Eric Berg, CEO of ContactCenterPro Consulting, kicks off this Town Hall and facilitates a discussion on Managing a Work From Anywhere Workforce. Creating processes and policies that support in-center and remote workers is paramount to a successful work from anywhere strategy. During this Town Hall we discussed the various work streams affected by moving to a work from anywhere agent model and provided industry best practices/ideas around managing performance and engaging your agent population. We also heard from members about unique things they have done and created some new best practices from the ideas shared.
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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.