The Presence Deficit
Most organizations that moved to distributed work solved the communication problem and assumed they had solved the workplace problem. They did not. Communication tools transmit messages. A workplace does something different and considerably harder: it makes people continuously aware of one another.
What Your Dashboards Can’t See About Your Remote Agents.
NexGen Virtual & NobelBiz
Every contact-center leader running a distributed team has the same blind spot, and it’s a strange one: it’s not caused by a lack of data. It’s caused by a kind of data you have. Modern platforms give you an extraordinary view of what your agents did. What they can’t give you is a view of how your agents are - right now, in the moment, together…