And for companies willing to listen, the solutions are promising. Seasoned customer-facing leaders know that every time an agent talks to a customer, it’s a privilege and an opportunity to build a relationship, foster loyalty, and drive lifetime value. Forward-thinking CX leaders are reframing the WFH situation into a unique opportunity to elevate the agents’ role in the CX.
They are coming up with new ways to https://lastdatabase.com/ train and onboard agents, speeding up time to proficiency, and creating a more collaborative virtual environment from which they can continuously learn and improve. These leaders are starting by listening to what agents want. What Agents Want In , ASAPP polled customer support, sales, and technical support agents about the shifting WFH and hybrid call center environment.
The primary takeaway, published in our report, was their overwhelming desire to WFH full-time. % of agents want to WFH five days per week. % of agents currently WFH five days per week. % of agents currently work full-time at their workplace. % of agents work one to three days at their workplace. Now that WFH has moved beyond the emergency procedures put in place in March , contact centers can rethink operations to make people successful wherever they are working.