Agent remote working has enabled the work/life balance the contact centre industry has been talking about for years.
However, with these benefits, come challenges that need to be addressed to ensure long-term success.
For example, for organisations, having visibility into agent actions to ensure compliance is a must have.
Mirroring the teamwork and motivation agents previously received in the office is also necessary for employees to remain engaged.
Finally, providing real-time support and coaching for agents as they previously had from their in-person supervisors and coaches. All in order to drive performance and handle complex customer requests, is critical.
So download our guide to ensure long-term remote agent success, with the goal of creating a more agile customer service approach for the new realities of 2021 and beyond!
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