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Agent Coaching and Engagement for Remote Service Excellence - NICE inContact

Tuesday Jun 16, 2:00 PM – 3:00 PM EDT — Sign Up For Events



So you’re one of the hundreds of contact centers that recently shifted to a work-from-home agent model. Your agents are safe at home, your operations have stabilized, and now you’ve shifted your focus to restoring team productivity and performance and maintaining morale. But how do you coach and engage agents effectively when you aren’t seeing them every day?

Engaging remote contact center agents involves taking newer approaches to old practices using technology, creativity, and good old communication. It also involves ensuring you have the right processes and technology to facilitate effective feedback and more collaborative and personalized remote training so agents can continue to grow and deliver the same high quality of service your customers have come to expect.

 Participate in a live, interactive workshop on how to adapt coaching, training, and communication practices to restore team productivity and performance in a remote contact center. As a full-time remote employee, Lauren shares some of her first-hand experiences developing her skills and maintaining camaraderie and collaboration with peers. She will also share real-life tips from customers who have recently – and rapidly – shifted to a work-from-home model.

Presenter:

Lauren Comer, Sr. Product Marketing Manager, NICE inContact

NICE inContact.Lauren Comer Lauren Comer, NICE inContact

Lauren focuses on Workforce Optimization. Prior to her role in marketing, Lauren spent time with NICE inContact in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Monsanto and Bank of America, gaining real-world contact center insights and perspective on how NICE inContact can help organizations create meaningful customer experiences.