Although remote work was largely instated as a critical safety measure during the pandemic, many contact centers will maintain at least some degree of at-home operations moving forward.
With this more permanent hybrid plan comes a unique set of challenges; teams are no longer physically together, making it difficult for employees and supervisors to listen-in on successful colleague communications or assist in navigating complex cases. These in-person interactions not only prompted valuable training opportunities but also worked to identify and remedy glaring quality concerns and real-time mistakes.
If companies cannot accurately monitor and optimize agent performance, they cannot ensure customers are receiving the same level and quality of support in every interaction – a particular problem as customers engage in new ways with new expectations.
Indeed, there is an urgent need to address this unique aspect of the distributed work environment, and this report will reveal how. It will uncover solutions that enhance contact center operations, improve agent experiences, and ultimately ensure compliant, high-quality customer interactions.
Topics include:
- How technology can identify broader inconsistencies in the quality of interactions to improve agent training and enact purposeful improvement
- Ways to increase engagement and offer real-time support to agents struggling in the distributed environment
- The importance of eliminating inefficiencies to empower agents and build meaningful relationships with customers