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.
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.
Additionally, today’s customers have transitioned to become omnichannel and expect that their experience will be consistent and compatible across channels. They want to begin on one channel and continue on another. Customers also expect 24/7 access to customer support.
While technology exists to help with these shifting expectations, some companies struggle to adapt and incorporate it. Many companies are discovering that the key is semi-automated omnichannel journeys, including using chatbots with natural language processing, visual interactive voice response systems, and virtual agents.
With the changes facing customer care today, companies can differentiate themselves by focusing on sincerity, empathy, personalization, and quick responses.
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.
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.
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