As the UK returns to lockdown, remote working has become the norm once again for contact centres around the country. Unlike the first lockdown, where many legacy contact centres were left without the technological capabilities to smoothly transition agents to working from home, contact centres are now technologically prepared to keep operations running and customers happy.
However, while agents can now more easily continue working, it’s equally as important to consider how they will remain engaged at work as they return to working away from colleagues, managers and the office environment. Considering agent experience translates directly into the customer experience, it’s never been more important to keep employees engaged, happy and supported. Below are some ways in which contact centres can act to keep engagement at a high level.
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Read the full blog piece on contact-centres.