by Andrea Aymes | Dec 2, 2021 | Blog
Keeping agents productive yet available for the next call and thus meeting service levels is a balancing act that can be quantified and optimized through better occupancy management. Agents’ occupation: what it is and how it is measured. Occupancy is measured by...
by Andrea Aymes | Jul 27, 2021 | Blog
For remote team management, performance problems can’t be placed above communication and knowledge of the status of employees and what they need to improve their performance. The pandemic has generated a new class of customers, with digital purchase and interaction...
by Andrea Aymes | Jul 27, 2021 | Blog
Para la gestión de equipos en remoto, los problemas de desempeño no pueden quedar por encima de la comunicación y conocimiento del estado de los empleados y lo que necesitan para mejorar su rendimiento. La pandemia ha generado una nueva clase de clientes, con...
by Andrea Aymes | Jun 28, 2021 | Blog
One of the great challenges in managing operations inside and outside the contact center is managing people with remote work. The teleworking model changed, conceptually and on practice, the methods of monitoring the performance of the workforce. With this, it has...
by Andrea Aymes | Jun 25, 2021 | Blog
La mayoría de las empresas no estaban preparadas a nivel de cultura corporativa ni a nivel tecnológico para el teletrabajo ni para el inminente modelo híbrido. La mayor preocupación en torno al trabajo a distancia fue la posibilidad de la disminución en productividad...
