Call Center status after COVID-19 Pandemic

Call Design on April 28, 2021

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees’ daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks. Agents were used to being in an office and not working virtually. The change to in-person and effectively assisting customers had to take place quickly and efficiently. On any given day, agents might experience more extended workdays due to higher call volume, handling of complicated subjects, and customer complaints, and aggravation.

How to Coach Your Contact Center Agents

Call Design on November 18, 2020

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.