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Recently, Verint customer, John Barker, Managing Director at Capita, a large UK business process outsourcer, shared his story at Verint Virtual. He made three recommendations for organizations managing a remote/work-from-home workforce.

Predicting the challenges of engaging work-from-home (WFH) employees and seeing these struggles sooner is our "new normal". Now isn't the time to tweak your monitoring form or add a new script; now is the time to lean on technology to uncover pain, learn from it and fix it -- FAST!

Cherry-picking calls for coaching happens. I’ve seen it time and time again. Intentional or not, cherry-picking happens naturally and is perceived as unfair. So what’s the best way to ensure your Quality team isn’t being too choosy? Here are some steps to fix the cherry-picking dilemma.

If your organization is considering a speech analytics solution or perhaps you’ve just inherited a solution, this 5-part blog series mirrors the insights from our ebook.