Gartner Blog Network

Tag: 'work-from-home' Blog Posts

from the Gartner Blog Network

Resist Temptation: Don’t Double Down on Productivity Metrics in WFH Environment

by Allegra Ubbes  |  June 15, 2020

With most customer service representatives now working from home, many service and support leaders have asked: “how do we monitor our customer service reps in this new environment?” The reason...

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The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines,...

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