Special Report: The Hidden Challenges of the Remote Contact Center
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As remote work continues to prove to be a staple in remote customer experience, the amount of time employees spend in meetings has increased by roughly 13%. In addition, the average workday has been 48 minutes longer.
Along with the increase in remote meetings, the challenges in these meetings have also increased. Not only have the meetings themselves become a more important component of the employees’ day, the means by which contact centers navigate existing challenges in these internal (and client-facing) meetings and the tools strategies they use to maximize productive communication, is playing a more pivotal role in the success of customer-centric organizations.
Featuring research and insights from CCW Digital, Microsoft, and EPOS, this report will cover:
• The greatest overlooked challenge in remote customer experience
• How to break through the most common distractions impacting remote work
• Tricks to build a better customer and agent journey
• Research on soft-skills and hard-skills in customer contact communication
