Flex Boost: Shopify's Advice on Operating a 100% Remote Contact Center

Twilio's Flex Boost program offers up to $100,000 in free Active User Hours to organizations impacted by or responding to COVID-19. Amid the shift to remote work, contact centers face unique challenges such as adapting a culture to support remote agents, managing a dispersed workforce, and creating an open and seamless communication system. Shopify, a leading global commerce company, has successfully implemented a 100% remote contact center model with its highly dispersed agent workforce. Chris Wilson, Director of Support Technology at Shopify, shares his approach to structuring and executing a remote agent model, emphasizing the importance of trust, consistent communication, and adaptability. Key takeaways include using video for meetings, leveraging internal chat tools like Slack, and prioritizing transparency and trust in managing remote agents.

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