And it's even more challenging given the work from home imperative that has changed everything about the day-to-day of your frontline organization.
Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent.
But as we settle in for a possibly long haul, new technology, procedures, and best practices are emerging that make remote customer service work better, easier and more satisfying.
And guess what happier agents creates? Happier customers.
Customer experience and customer service expert and best-selling author Jay Baer partnered with Calabrio for a special session. He showcases actionable use cases on how to boost agent satisfaction in a work from home world, and how to reap the corresponding customer experience rewards.
Jay Baer, CSP, CPAE has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands. His book, Hug Your Haters, on modern customer service and customer experience techniques – revolutionized the way business thinks about customer interactions, and was named one of the top 3 business books of 2016 by Strategy + Business.