8 Advantages of the Work-From-Home Contact Centre

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Early in my career as a contact centre manager, I received a call from one of my agents who staffed the overnight shift. He was quitting and there was nothing I could do to change his mind. After some investigation, I discovered that this employee was attempting to balance full-time school and a f [...]

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Measure Success: Ensure CX Thrives When Agents Work From Home

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Companies, consumers, and the stock market -- all are experiencing the anxiety associated with unpredictable events. In this time of disquiet, it’s more important than ever to give our customers confidence we can continue to support them and deliver a consistent customer experience (CX) -- Gartner [...]

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8 Virtual Interview Tips for Hiring Managers

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The importance and relevance of using video to connect people together have increased significantly over the last few months. In the case of recruiting, that couldn't be more true. At 8x8, we continue to hire and we're using our Video Meetings product to do it. And, while we've been using this met [...]

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3 Critical Actions to Becoming a Proactive Contact Centre

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“There’s been a change of plans.” I’m not sure there’s ever been a more frequently used phrase in contact centres -- and it’s typically coupled with reasons like: Our new agents can’t begin interacting with customers because we’re waiting on IT to skill them in a premise-based contact centre platf [...]

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Creating A Policy Statement for Work at Home Agents

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Companies who have not yet launched work-from-home programs for their contact centre agents may now have an urgency to do so quickly, in order to be prepared should the need arise. Uninterrupted contact centre operation is essential to business continuity. Before you send agents home, however, it’ [...]

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Working Remote - Tips to Stay Productive When Working From Home

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Here’s how to stay productive when working from home When it comes to being productive in the office environment, there are many things competing for our attention: mobile devices, exploring social media, eating, or chatting with colleagues. In fact, these non-work related activities can consume ov [...]

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