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Ebook Spotlight on the Supervisor

Spotlight on the Supervisor: How to Better Manage Teams of Remote Contact Center Agents

Contact centers continue to operate remotely in the future—how will this influence the way supervisors manage teams?

Wait times ballooned as many callers reached out with problems that customer service reps couldn’t answer — this new reality meant new, unforeseen issues.

Report Snap Shot

On March 11, T-Mobile had 12,000 customer service professionals working at 17 contact centers around the country. By the end of the month, every single one of them was operating remotely.