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.
Scope
All industries and geographies
Contents
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?
As the world adjusts and reacts to the changing workplace norms, expectations, and model, employers face increasing scrutiny. The hunt for quality tech talent is far from over and having employees with niche skill sets and expertise is becoming incre…
