Post by shiyabul on Aug 21, 2024 4:13:57 GMT
to exceed customer expectations and satisfy this new way of working for agents. Among other benefits, strong CCaaS solutions unifies all the communication channels, tools, and data that agents need on a “single pane of glass,” providing streamlined workflows and rich customer context that empowers them to work more efficiently and effectively.
WFH AND PRODUCTIVITY Some three years have now passed since contact https://lastdatabase.com/centers, along with other business functions, had to rapidly implement WFH in the face of the COVID- pandemic. So, is WFH permanent? And what impacts does it actually have on agent productivity? And how have contact centers responded? Also, what effect, if any, did supplying WFH agents with computers or permitting them to use their own machines have on productivity and on the employee experience? TRUDY CANNON: It’s unlikely that organizations are going to shift their employees completely back to the office.
We’re seeing that the large majority are taking a hybrid approach. Employees can WFH and/or come into the office a couple days a week. This is a trend that is here to stay. With WFH, managers need to lean heavily into technology to help monitor and enhance productivity and adherence. Organizations now need virtual tools to understand when employees are scheduled to work, are they in fact actually working, and are they taking breaks and lunches at the right time, and for the right length of time? We will continue to see companies leveraging desktop activity tools to help managers virtually monitor agent productivity to drive effective QM and coaching programs.
WFH AND PRODUCTIVITY Some three years have now passed since contact https://lastdatabase.com/centers, along with other business functions, had to rapidly implement WFH in the face of the COVID- pandemic. So, is WFH permanent? And what impacts does it actually have on agent productivity? And how have contact centers responded? Also, what effect, if any, did supplying WFH agents with computers or permitting them to use their own machines have on productivity and on the employee experience? TRUDY CANNON: It’s unlikely that organizations are going to shift their employees completely back to the office.
We’re seeing that the large majority are taking a hybrid approach. Employees can WFH and/or come into the office a couple days a week. This is a trend that is here to stay. With WFH, managers need to lean heavily into technology to help monitor and enhance productivity and adherence. Organizations now need virtual tools to understand when employees are scheduled to work, are they in fact actually working, and are they taking breaks and lunches at the right time, and for the right length of time? We will continue to see companies leveraging desktop activity tools to help managers virtually monitor agent productivity to drive effective QM and coaching programs.