Managing Remote Contact Center Teams

Leading remote teams has unique demands since face-to-face contact with the agents is widely absent. This course will prepare you to effectively manage the challenges of leading from a distance.

  • Supervision
  • 50 min

What Learners will learn

  • Identify ways to use appropriate tools to organize remote teams
  • Explain techniques to ensure their employees have all the information they need to do their job remotely
  • Communicate effectively using video conferencing and team messaging tools
  • Identify techniques for providing effective feedback and conducting coaching sessions for remote agents
  • Describe ways to create growth opportunities for remote agents
  • Identify techniques for building trust between themselves and the remote staff, as well as within the team

Who should take this?

  • Anyone that manages and supports frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers

Course Outline

  • The Challenges and Advantages of Managing Remote Teams
  • Providing Consistent Procedures
  • Adjusting Communication Structures
  • Motivating and Engaging Remote Teams
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Managing Remote Contact Center Teams course is designed by call center experts to provide a practical and engaging learning experience. Start today.