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How to coach at home agents effectively


A radical workforce shift is underway as a result of the COVID-19 pandemic, with organizations making wholesale operational changes in order to more effectively coach and manage an at-home workforce. In an industry that has typically been reliant on in-person facilities, nearly three out of four contact centers now allow employees to work from home, according to a survey by Nemertes Research. Nearly 40% say they will definitely continue agent work-from-home programs, and another third say they probably will continue them, the study found.