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Managing remote call center agents can be difficult — but with the right tools in place, supervisors can effectively lead their agents from a distance.

Call center supervisors have dramatically changed how they manage their agents in response to the surge in remote work caused by the COVID-19 pandemic.

As more organizations implement permanent work-from-home strategies for their call center agents, supervisors must have tools in place to support remote management. In particular, digital tools such as video conferencing, team collaboration tools and workforce management (WFM) software can help supervisors effectively lead their remote agents.

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.