Now that work-at-home (WAH) agents are a “thing” for many contact centers, leaders are looking for practices to enable them to achieve their goals. It’s a two-sided opportunity – contact center leaders and supervisors are looking for practices that will empower their agents to deliver an outstanding customer experience (CX). At the same time, management needs practices that will keep their agents up-to-date and engaged, even though they are working from their homes.
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Transforming customer experiences
No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel. In fact, it’s so important to us that we created a special forum within our Customer Community, called IdeaConneXion, to gather user-generated ideas and foster collaboration between users and product owners.
We surveyed 797 contact centre decision-makers in April 2020 and found that 70 per cent are planning to keep more agents working from home after the outbreak and 66 per cent are planning to accelerate their move to the cloud. The question is, how can contact centres maintain excellent customer experiences with a Work from Anywhere workforce?
Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.
The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, “where do we start?”. Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage.
The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organisations are reviewing their current strategies to ensure business continuity as the crisis continues.
There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times. But the reality is, these agents aren’t waking up in the morning with the goal of making your life more difficult! Nor did they accept the job with the goal of failing – which means there is still hope for them!