Don’t Forget EX!
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.
For more information, please contact us.
Read the full blog piece on contact-centres.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
