June 2022

Should Agents Work from Home?

Table of Contents, June 2022

FEATURE ARTICLE
Should Agents Work from Home?
By Brendan Read
Why agents went home: and why they should come back.

SPECIAL REPORT
Work from Home Survey Results
By Michele Rowan
Monitoring the Current Trends of Remote Work Programs.

IDIOM INSIGHTS
If I Were a Rep...
By Kathleen Peterson
Two powerful changes we can make to support our frontline.

CONTRACT WORK
Conquering the New World of Contract Work
By Kim Houlne
The COVID-19 pandemic liberated the workplace. Where do contact center-using organizations go from here?

LEADERSHIP
The Future of Work Is Human!
By Sangeeta Bhatnagar
Second in a three-part series on adaptability and adaptive leadership.

VENDOR ROUNDTABLE
Contacting for Customers
By Brendan Read
Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

AGENT SKILLS
Writing Home
By Leslie O’Flahavan
Why Remote Workers Need Better-Than-Average Writing Skills.

OUTBOUND
Critical Tools to Make Outbound Succeed
By McKay Bird
Outbound customer contact is a vital component of enabling outstanding customer experiences.

RISK MANAGEMENT
5 Ways to Manage Risk
By Greg Armor
Incorporate training, inter-department communications, mobile, data focus, and compliance as part of the brand.

B2B
WFH for B2B?
By Brendan Read
Not a few business-serving contact centers have also moved home, but will they stay there?

PAYMENT SECURITY
Protecting Data, Payments, Providing Positive CX
By Geoff Forsyth
Companies must walk a fine line between adopting new technology and maintaining consumer trust.

KNOWLEDGE MANAGEMENT
Filling the Knowledge Gap
By Terence Chesire
How organizations should respond when the knowledge to help customers becomes more complex.