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In response to the remote agent trend, leaders are embracing a “hub and spoke” callcenter model. This model allows for agents to work comfortably from home but within a proximal distance for occasional in-person visits.
To overcome the challenges of managing a remote workforce, while maintaining the customer service experience for your customers, you need the right technologies and policies in place to support your teams as they navigate the transition. Provide continuous, individual feedback. Leaderboards are great, but nothing can replace 1:1 feedback.
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