Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.

It can feel like there’s little more to say about remote working. We know about the pressures on businesses, the adjustment to makeshift bedroom offices, and the way some workers have gradually gravitated to hoping they never see a return to traditional office structures.