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A mechanic would have a tough time trying to perform even basic maintenance on a vehicle without a good set of tools. It may be possible to change an oil or air filter without tools, but how about changing a flat tire or replacing the alternator? Are your agents prepared to answer customers’ questions?
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. The right collaboration tools are a must.
It also demonstrated that these departments have some amazing capabilities and oversight tools, including IA, which gives companies direct insight into what their agents are doing throughout the business day, something not available to any other departments. The uses of IA have been expanding inside and outside of contact centers.
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.
These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-homeagents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.
Companies need to put in place mechanisms and tools that enable them to identify operational obstacles throughout the company that are major impediments to delivering a great CX. This is where workforce optimization (WFO) (also known as workforce engagement management (WEM)) solutions are instrumental.
If you’ve succeeded in moving your contact center employees to their homes, the next priority is to provide them with ongoing support. It’s critical for contact center managers to take care of their agents so that they can be there for customers.
Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-homeagents.” Carefully designed work at home policies do little good if your contact center agents can’t access the tools they need to do their job.
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