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Special Report: Workforce Optimization For Tomorrow's Contact Center

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Brian Cantor
01/12/2021

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Work-from-home may have risen to prominence as a crisis response measure, but the model will endure long after the pandemic subsides. As it becomes a long-term choice, the performance standard will rise. Customers will demand exceptional care from at-home agents, who will in turn require superb support from leaders.

How can we meet this ever-rising standard? How can we improve agent experiences and elevate performance regardless of where they are working or which channels they are supporting?

The answer to these questions is simple: an innovative workforce optimization vision.

This special report will reveal such a vision, empowering you to deliver exceptional agent (and customer) experiences in today’s ever-evolving landscape.

Topics include:

  • 4 agent experience challenges are threatening contact center performance
  • 5 ways the “new normal” has forever transformed contact center operations
  • Reasons remote work could jeopardize CX quality and brand innovation
  • Steps for improving agent recruiting and coaching in the at-home era
  • 6 strategies for optimizing the contact center workforce in today’s “new normal”
  • 7 types of “intelligence” that can improve agent engagement

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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