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Why Alaska Airlines Agents Field 4.9 Percent More Calls
“You asked… we listened.” That was the message to Alaska Airlines’ 750 customer service agents handling reservations, group and vacation sales, baggage support and customer care. The airline set out to...
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Remote Workers are More – Not Less – Engaged
Some might be surprised to learn that employees who work from home may actually feel more, not less, engaged. A study highlighting this fact was discussed by Scott Edinger for Harvard Business Review...
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Is Telecommuting a Good Idea?
How much could you and your company save through telecommuting? As an employee, besides the obvious cost of gas, there is also the money saved on car maintenance and, hours of productivity gained that...
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Lessons in Call Center Service from the Storm
It was not long ago that Hurricane Sandy stormed in off the Atlantic Coast and wrecked havoc on New York City, New Jersey, and much of the rest of the Northeast. The images on television were...
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Three Standards for Creating Successful Distributed Workplaces
Managing employees in different locations around the globe can be an intimidating prospect for many organizations. But, as Chris Lema explains in his latest presentation Having Success in Distributed...
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At-Home Agent Movement: Challenges and Opportunities in 2013
The idea of having customer service representatives work from home rather than in the brick-and-mortar contact center is not a new idea, but it is one that is beginning to gain traction in the U.S....
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Taking the Telecommuting and Collaboration Argument a Step Further
Telecommuting has become a hot topic following Marissa Meyer’s recent decision for Yahoo, with other businesses like Best Buy quickly following suit. The discussion sparked by these decisions is...
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Telecommuting Made Easy with Microsoft Lync
Lync, Microsoft’s dynamic communication platform, was made for enterprises. With its slick VOIP and instant messaging features, employees across a company can stay connected at the click of a button....
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How to Help Employees Be More Productive Telecommuters
Telecommuting—a major benefit for employees looking for more flexibility—can also save the company money and help employees become more engaged with their jobs. All of these benefits, however, are...
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Happy Agents, Better Customer Service [INFOGRAPHIC]
It’s amazing how much more productive you can be when you’re happy. Distractions and bad moods have a way of breaking your focus and keeping you away from tasks you need to get done. It’s really no...
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