CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses Work from Home (WFH) progress in the pandemic era: panic, normalization and optimization. When pandemic first hit, there was a lot of panic. How do we quickly roll out WFH staff? How do we ensure they are effective and compliant? Many companies used temporary “band-aid” solutions that would work in a pinch, but are not viable long-term options. As the COVID-19 restrictions settled in and a new “normal” was established it’s now time to start optimizing your WFH staff to ensure your WFH agents are performing at a high level. Tune in as Wayne discusses how your organization can optimize WFH staff.
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Customer Service vs. Customer Experience
Introduction Historically, customer service has been a focal point for businesses striving to attract new customers and retain existing clients. More recently, companies have started
July 14, 2021
