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Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at homeagent. Define the Home Office. Define strategies to support the launch or new work at homeagents.
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-homeagents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled qualitymanagement (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-homeagents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Here too, according to the panel, technology can help.
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