Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations

Leading Remote Teams in a Crisis, Part 2: Best Practices in Operations

Diane Halliwell Diane Halliwell | Wednesday, June 10, 2020

Our previous post shared some foundational elements of leadership in a crisis.  This week, we will focus on operational elements critical to maintaining effective customer service when a crisis turns a company’s world upside down.  In this post, you will see that effective crisis operations require teamwork and cannot be achieved without all team members pulling together.

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Contact Center Home Agent Deployment Tips and Techniques

Contact Center Home Agent Deployment Tips and Techniques

Ross Hartford Ross Hartford | Monday, March 23, 2020

Agents typically work in shifts in a contact center and are physically present in the building to accept interactions.  With the restrictions currently placed on gatherings and to promote employee health, many contact centers are moving to allowing / requiring agents to work from home.

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Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement

Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement

Joseph Haas Joseph Haas | Friday, May 13, 2016

Hospital administrators, particularly nurse administrators, have been facing increasing pressure to balance cost and quality of care.  At the heart of this challenge is a critical resource – nurses.  Often specialized, always in demand within the hospital, nurse resources are essential to almost every aspect of the care process.

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