Making Virtual Viable with the Right Agent Education
With decades of experience, Tamara Schroer, vice president of Education and Development at Working Solutions, knows the ins and outs of instructing a remote workforce of contact center agents.
To her, distance is no deterrent to make sure that agents, working from their homes across the United States and Canada, learn a client’s operations to best serve its customers.
“Unlike brick-and-mortar call centers, where agents all work in one place, an on-demand contact center operates in a far-flung, virtual network,” she writes in the Contact Center Pipeline article, “Creating a Collaborative Virtual Team.”
Such a distributed workforce requires leadership to:
- Create a caring culture, an empathetic workplace that fosters a strong sense of community and belonging.
- Demonstrate commitment to developing agents once they’re on the job, knowing that their education is ongoing.
- Provide an operational framework to ensure sound structure, built-in efficiencies and uninterrupted communications essential for great teamwork.
With these things in place and practiced, Schroer knows success will follow.
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