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How to Manage the Remote and Hybrid Workforce


There are many reasons companies transition to a work-from-home and hybrid model. Regardless of the reason for the shift, making the move to work-from-home full-time or in a hybrid model can reap many benefits for employees and organizations alike, but it does come with its workforce management challenges. This eBook specifically provides tips and best practices for workforce management in a remote and hybrid contact center.

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Checklist: Managing Work-from-Home Agents

As your organization navigates potential emergency situations that force agents to work remotely, NICE CXone has your contact center technology needs covered. But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality. NICE CXone has prepared the following Remote Agent Checklist to help you prepare your agents for a productive work from home experience.

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Simplify Workforce management

Simplify everything from forecasting to scheduling without juggling spreadsheets or multiple applications.