Though remote agents provide many benefits, there are challenges for supervisors, who do not physically interact with their agents every day. Without this regular interaction, it is difficult to know if agents are completing their work and doing so effectively. Are they being productive? Are they doing what they are supposed to do? Are they getting what they need? And perhaps most importantly, are they engaged and satisfied?
CIOs Must Put Customers First in Business Technology Decisions
While CIOs have always needed to keep tabs on new technology, disruptive technologies are now driving your business. If you have any doubt, just ask your customers. In a recently released report, Forrester identifies 15 technologies that will drive business decisions through 2020.
When a customer service debacle turns into a public relations nightmare, it puts a lot of pressure on an organization to find the cause of the problem immediately. The simple, and often public, response is to blame the agent. But is the agent solely at fault for his behavior, or is there a larger, more systemic, problem at hand? Contact center experts suggest it could be the latter, pointing to agent compensation as one of the biggest customer service snags.