Special Report: Empowering Agents In The Changing CX Landscape

To adhere to critical safety restrictions and provide peace of mind, more than 80% of contact centers enabled employees to work from home at the height of the pandemic. As few were previously supporting remote work at this scale, most had to swiftly adapt to this unfamiliar and challenging distributed environment.

This was a huge undertaking: transitioning from an environment that promoted constant interaction with consistently high levels of energy and engagement to a completely private and isolated at-home workspace. 

In the initial stages, we were still able to predict some of the immediate effects. But, as we surpassed the one-year mark of remote work, companies do not have the same sense of urgency they once held. 

To regain a sense of excitement for collaboration and continued advancement in the distributed work environment, companies must strategically invest in their employees to adequately equip them to handle their day-to-day workflow.

This report will cover the most pressing challenges agents are currently facing and uncover innovative solutions that actively empower agents in the changing CX landscape. It will also address:

• How to equip agents to successfully meet customer standards by alleviating heightened workloads and inefficient processes
• Why prioritizing the agent experience reduces attrition and how it builds more meaningful employee relationships that promote agent experts
• Where to focus training and development to ensure continued agent success through critical insights and real-time analysis