Agents have always been the cornerstone of the customer experience. For any company to truly succeed, steps must be taken to continuously improve employee engagement and performance, especially during these unprecedented times.
As shelter-in-place orders were executed around the world, few organizations were prepared to equip their remote agents with the right tools and technology. With agents consequently unprepared to deliver sufficient, let alone exceptional, support, the quality of the customer experience (CX) suffered.
To overcome these difficulties and ensure agents can successfully connect with customers in this time of uncertainty, it is crucial to rethink your virtual workforce. It is time to urgently establish new workforce standards to meet the needs of your agents and, in turn, of your customers.
Topics in this report includes:
- Current challenges and new discoveries in the virtual workforce
- Finding a holistic approach to maximize agent engagement and performance
- Adopting a culture of transparency and empathy