Is Your Remote Working Strategy Built to Last?

23 Mar 2021
by Aishwarya Barjatya

The coronavirus outbreak significantly impacted Customer Experience (CX), as agent absenteeism increased, call volumes rose to extraordinary levels, and organizations were forced to establish remote infrastructures to enable agents to work from home – at lightning speed.

A year into the crisis, organizations are re-evaluating their Customer Experience Management (CXM) delivery strategies for the long term. While the Work At Home Agent (WAHA) model experienced limited adoption before the pandemic, positive outcomes achieved during the lockdowns imposed eased concerns around incorporating WAHA as a permanent CXM service delivery option.

Building a sustainable WAHA model is going to require a multi-tiered investment strategy in various technologies and practices that brick and mortar programs neither require nor are familiar with. Companies trying to future-proof customer growth need to develop a comprehensive customer service culture, with a clear focus on developing a robust WAHA capability.


All industries and geographies


This report answers the following questions related to CXM:

  • What was the impact of COVID-19 on the CXM industry?
  • How sustainable are the Work From Home (WFH) models that were established following the pandemic? What vulnerabilities are associated with the temporary WFH model?
  • What measures should enterprises take to ensure the continuity and performance of their WAHA models in the post-COVID-19 landscape to deliver superior CX?


Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Work at Home Agent (WAHA) Customer Experience Management (CXM)

Sourcing and Vendor Management


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