Now that technology enables us to remotely monitor what happens in the contact center, there is a danger that the visits we used to make where we sat next to agents taking calls and asking them ‘what’s happening and how they are’ may disappear. It’s important to have a high visibility of management (contact center and general corporate management) and maintain the personal touch that helps motivation, develop a sense of belonging and aid in discussions on what can be improved etc. So if you have stopped those side by side sessions, now’s the time to start again!