Post by shiyabul on Aug 19, 2024 6:09:51 GMT
This ongoing challenge comes as no surprise. CX companies have spent decades investing in technology that has been full of promise yet empty of results. Now, we are at a crossroads with higher customer expectations, greater workforce demands, new technology innovation, and a need to deliver meaningful change in a sea of mediocrity. And let’s not forget about the agents, who sit at the intersection of the company and its customers.
They do their best to help in a situation that is https://lastdatabase.com/ destined to fail on its current trajectory; high stress jobs, low wages, poor systems, and complex processes all make for a perfect storm of high attrition, low service quality, and continuous onboarding, training, and investment. Fortunately for agents, the shift to WFH has created a unique opportunity to voice their needs and desires.
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 do their best to help in a situation that is https://lastdatabase.com/ destined to fail on its current trajectory; high stress jobs, low wages, poor systems, and complex processes all make for a perfect storm of high attrition, low service quality, and continuous onboarding, training, and investment. Fortunately for agents, the shift to WFH has created a unique opportunity to voice their needs and desires.
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.