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Today, most job candidates who can perform their jobs remotely want to perform those jobs remotely. This extends to contact center agents, of course: you will attract more of them to your positions if you offer remote work. But once hired, you also will have to onboard and train them remotely. That can be problematic, …

Continue reading "Why Onboarding Remote Contact Center Agents Has to Be Practically Perfect"

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Many businesses start their fiscal new year on July 1. Which is coming up fast. If this is the case for your contact center, Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it’s determined will be of best use for contact center operations in …

Continue reading "Must-Have Workflow and Productivity Contact Center Tools for 2022 and Beyond"

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This appears to be the question in the contact center business sector today! After all, more than one-third of the U.S. workforce whose work could be performed fully remote are saying they really, truly, absolutely prefer fully-remote work. (The actual stats: 37 percent said they prefer fully remote, while 54 percent said they prefer hybrid/onsite.) …

Continue reading "Remote, Onsite, or Hybrid for Contact Center Agents?"

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