Do you think Work-at-Home (WAH) just means sending your Agent home with a laptop? Doing it right involves changing every aspect of your contact center. Six months after March’s “Great Migration”, do any of the following challenges apply to your team?
Organizations will be feeling the financial impact of the 2020 coronavirus pandemic for years to come. Seemingly overnight, consumer behavior shifted and large swaths of the retail landscape closed shop. Perhaps most significantly, a considerable portion of the world’s office workers made an abrupt switch to work from home solutions.
Workforce forecasting is a delicate balancing act between these two priorities—customer experience and cost.
Customer experience or CX is a critical area of differentiator for a business. Find out 6 key aspects you need to focus on for a successful CX transformation.
The average agent turnover rate is around 30 percent. Attrition has a significant impact on businesses and can be costly. Find out 5 ways you can use to reduce attrition.
Analytics for contact centers help enterprises big and small measure performance and see the exact ways their agents can improve, gleaning insights from big data.