Strategies to Lead a Successful Work-at-Home Contact Center
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
Catch up with the latest trends and breakthrough ideas in the field of contact center management, outsourcing, and everything related to customer experience.
Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.
For at least a decade, companies have attempted to increase the use of self-service tools while decreasing the reliance on live agents, with varying degrees of success. COVID-19 has been a catalyst for change since the closure of physical locations has increased the reliance on digital services as well as home-based, secure remote worker solutions.
At the same time, companies are finding their business continuity plans unequipped for the crisis, as backup operations often face barriers due to lockdown conditions. The current uncertainty has made it even more apparent that leaders must be able to dynamically deploy capabilities to respond to unpredictable shifts in supply and demand.
To overcome these challenges and remain resilient into the future, contact centers must incorporate structural resilience, which requires understanding both the complexity of resolution and the predictability of demand.
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
The coronavirus pandemic has affected nearly every aspect of everyday life, including the way customers behave in the marketplace. How companies respond to the effects of the pandemic is shaping customer perceptions.
Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.
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