Spotlight on the Supervisor

How to better manage teams of remote contact center agents

Even before the pandemic, warehouse-sized call centers were already on their way out. A 2019 Deloitte survey found that 34% of contact centers already had people working from home, and 56% said they planned to move that direction within the next two years. COVID-19 has accelerated that transition, and the rapid pace of change explains the pain points that were so apparent in mid- March. Some companies managed with little disruption; others struggled at first and had to adapt on the fly.

But make no mistake — this is a permanent shift, and now is the time for supervisors to adjust, if they haven’t already. Supervisors have always monitored interactions between agents and customers from behind the scenes. RingCentral’s platform allows managers to silently monitor agents without the customer ever knowing.

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