Work-from-home may have risen to prominence as a crisis response measure, but the model will endure long after the pandemic subsides. As it becomes a long-term choice, the performance standard will rise. Customers will demand exceptional care from at-home agents, who will in turn require superb support from leaders.
How can we meet this ever-rising standard? How can we improve agent experiences and elevate performance regardless of where they are working or which channels they are supporting?
The answer to these questions is simple: an innovative workforce optimization vision.
This special report will reveal such a vision, empowering you to deliver exceptional agent (and customer) experiences in today’s ever-evolving landscape.
Topics include:
- 4 agent experience challenges are threatening contact center performance
- 5 ways the “new normal” has forever transformed contact center operations
- Reasons remote work could jeopardize CX quality and brand innovation
- Steps for improving agent recruiting and coaching in the at-home era
- 6 strategies for optimizing the contact center workforce in today’s “new normal”
- 7 types of “intelligence” that can improve agent engagement