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Special Report: The Hidden Challenges of the Remote Contact Center

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Matt Wujciak
04/05/2021

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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

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.

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