Customer Contact Week at Home January 2021 Workshop Presentation

Work from home has become the new normal. 90% of your workforce might be working from home currently and may continue in the future with the current circumstances. With this set-up, the biggest challenge that most of the contact centers are facing is team member productivity and low-performance issues. If these issues are not addressed, the bottom line will be impacted as well as customer relationships.

Key Takeaways

  • The role of Leadership in enhancing agent performance
  • Why organizations should focus on agent performance for better CX
  • Techniques applied to improve CX through human intelligence and artificial intelligence
  • Leverage agent performance data to enhance personalized customer interactions
  • How to utilize Customer Insights to define strategies that improve training and coaching effectiveness
  • Insights remove the guess work and target behaviors that drive performance
By |2021-04-02T08:38:34-06:00February 2, 2021|

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