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If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at homeagents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.
Go to a call center conference. Industry events are a great way to meet new people in the call center industry. Check out this list of some of the best customer service conferences that happen all over the country. Virtual, or utilizing “at-home” agents. Learn from your peers!
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-homeagents. Employee and agent feedback should be a two-way street.
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