Managing remote agent programs in a virtual or hybrid environment presents many challenges. This past December, several IARE members came together to discuss the greatest obstacles they have dealt with and the best leadership strategies they have found. During a QA session with Vicki Brackett, author and leading expert with more than 20 years of experience managing contact centers and creating virtual training programs, they identified the most successful methods they have employed. In this webinar, she offers several insights into managing remote agent programs, the fallacies to which many contact centers fall victim, and the most effective strategies to overcome them.
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