With more and more advisors working from home, it’s vital that contact centre managers adapt their coaching processes to support new flexible working models. This is particularly the case with many organisations planning to maintain a hybrid staffing approach – featuring a mix of contact centre and home-based advisors – going forward.

In this Good Practice Guide, we will look at the steps contact centre managers should be taking to ensure their advisors can be coached to the same high standards regardless of location. We’ll also highlight some of the ways that organisations are now working to capture coaching insights across a range of channels, including virtual meetings with remote advisors.

Pop your details in the box below to unlock the PDF version of the guide.

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Sponsored by