Lorissa Horton For those who have fostered a successful remote or hybrid work culture for agents and found a great customer experience (CX) program through modern contact center technology, I see these three Adoption patterns in the field. Applications. It is important for agents to be able to use the same applications in the office. Enterprises must modernize by moving to software-as-a-service (Software as a Service) applications so that information can be easily accessed and agents can access it wherever they are. Stay productive wherever you are.
Tool fleet management. It is
vital that agents have the right equipment Jordan Mobile Number List and tools at home to provide quality service to their clients. This includes accessories like headsets and the ability to use your phone, as well as other ways to connect with customers and internal teams (such as digital pipes). Artificial intelligence promotes agent health. To help supervisors and agents function better in this new world of hybrid work, artificial intelligence (AI) can play an important role.
We see an opportunity for AI
to provide supervisors with insights into Cameroon Phone Number List potential issues for agents without having to be physically present. Ultimately, this can help support agent well-being while also improving employee engagement in the contact center. One observation is that young talent or those early in their careers need more face-to-face interaction, guidance and support when starting new roles.
