At-Home Agent Movement: Challenges and Opportunities in 2013


The idea of having customer service representatives work from home rather than in the brick-and-mortar contact center is not a new idea, but it is one that is beginning to gain traction in the U.S. contact center industry. The idea of the at-home agent first …

Three Standards for Creating Successful Distributed Workplaces


Managing employees in different locations around the globe can be an intimidating prospect for many organizations. But, as Chris Lema explains in his latest presentation Having Success in Distributed Contexts, it really comes down to one thing:

Communication is king and it is constant, measured, and …

Focusing on Internal Efficiency to Drive Customer Experience: Cellular One Spotlight


A recent article in 1to1 Media brought attention to Aspect customer Cellular One and the challenges it faced integrating operations between its two siloed call centers. Because today’s customers expect a seamless experience at every point of interaction, disjointed areas of a business can drastically …