As COVID-19 continues to disrupt industries worldwide and create high pressure for customer service agents, keeping your work-from-home agents engaged and connected with your customers has never been more critical.
When it comes to staffing with remote agents, your contact center infrastructure can be enabling--or limiting. Cloud solutions are the obvious choice for contact centers that want to leverage the best talent, no matter where it's to be found.
How can you help your agents become “super-agents”? There are lots of ways we can assist your agents so they can be their best. From implementing helpful applications to good old-fashioned coaching. However, a great place to start is connecting your agents with the treasure trove of customer information in your CRM.
Quality customer experience is vital for every business. However, enterprises continue to make common CX mistakes that often lead to agent turnover and the loss of key customer insights that are crucial to winning and keeping business.
