Managing quality during a crisis – With the world in crisis-lockdown mode, workplaces are being transformed like never before and remote working is at an all-time high. For contact centres, agents are now speaking with customers from the comfort of their home-offices, sofas and dining room tables and the traditional customer service hub model has been disrupted.
The sticking point with this change in operations is for contact centres to ensure that their agents are still doing their work, and that customers are still receiving the quality of service they are usually offered. With everyone so dispersed – agent, managers and CEOs alike – a capable hand is needed to make sure goals are still being met and business remains as usual in these unprecedented times. This is where the quality team plays a vital role.
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Originally published in MyCustomer.com.