Iterate as Needed and Communicate Frequently with Your Remote Agents
We already talked about how strategic planning is vital in times of crisis. However, even the best laid out plans aren’t always perfect. As certain situations become more fluid, the ebb and flow of customer demands and business requirements may change drastically from one day to the next. Iteration is key when deploying remote contact center agents.
Utilize QA Tools and Reporting to Track Remote Agent Activity, Goals, and Metrics
Call center QA requires a new approach due to the fact that call centers have been undergoing rapid change and transformation.
2020 Trends: The DIY of CX–Advanced Self-Service
As we shift into the next generation of tech-savvy consumers, the demand for self-service customer solutions will continue to grow exponentially.
2020 Trends: Advanced Quality Management–An Omnipresence for Omnichannel
When it comes to quality management (QM or quality assurance) for CX firms, the traditional method has been to monitor, evaluate, report, and coach–typically on the voice channel only.
Train Quickly, and Choose Wisely When Deploying a Remote Workforce
By implementing proper training and frequent training sessions, agent efficiency can increase massively, ensuring higher overall customer satisfaction.
How BPOs Can Help Your Call Center Operations During a Pandemic
Businesses that typically operated in brick-and-mortar centers have been forced to reorganize call center operations and move to primarily remote workforce.
How to Get Organized for Deploying a Remote Workforce
Along with strategic planning (mentioned in our blog post last week), getting organized is a critical component of any remote workforce deployment. While this may seem obvious on a macro level—formation of teams and managerial hierarchy—the finer details of employee work environments and supplies should be set up for success. Whether a company’s leadership structure is tall or flat, reporting hierarchies should be established well before implementing a remote workforce.
2020 Trends: Bridging the AI Gap
Any glimpse into the future of CX has to include AI. After all, IDC predicts total AI spending will more than double to $79 billion by 2022. Investment into AI by CX firms is a major capital expenditure that will surely pay dividends over time by increasing productivity. However, even though 72% of all businesses are using AI, 7 out of 10 companies report minimal or no impact from AI.
Preparing to Deploying a Remote Workforce
Last week I wrote a blog on the benefits of a remote workforce. Given the current COVID-19 pandemic, having the ability to quickly deploy a remote workforce has never been more critical.
2020 Trends: Putting Mobile In Its Place…At the Top
For the first time, mobile phones account for the majority (53%) of all web traffic and a whopping 32% of e-commerce revenue. Additionally, when it comes to Gen Z, 78% say mobile is the most important device to get online. As we look to the future, CX leaders need to recognize that mobile is not just chic–it’s reality and it’s only going to get bigger. Mobile is king, and we predict a shift in how companies bow to the monarchy by prioritizing mobile over other channels.