As the nation moved the majority of their front line teams to work from home in response to the pandemic, we all experienced challenges whether these were due to connectivity, security, availability of equipment or technology infrastructure. Watch the recording of the webinar we had in collaboration with CCA Global and get practical insights on how you can increase efficiency in contact centers even in a remote environment. The discussion features Kempton Spence (Director of Sales at Glue42) and Liz Barclay (Chair of CCA Standards Council).
In this session you will learn about:
- The lessons learnt and the key challenges in relation to the fewer physical screens available to agents, supervisor/agent communication, business KPIs (handling time, NPS, CSAT, etc), and data security
- User experience best practices for handling complex workflows
- How to better manage exploratory processes – processes that cannot be automated
