Sign up to get full access to all our latest content, research, and network for everything customer contact.

Special Report: Empowering Agents In The Changing CX Landscape

Add bookmark

Brooke Lynch
04/28/2021

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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

 

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

RECOMMENDED