Post by shiyabul on Aug 21, 2024 6:13:59 GMT 2
” There also isn’t a right or wrong approach, as it depends on the nature of the business and customers it serves. Fully remote or hybrid models offer significantly more flexibility to agents and give businesses access to a greater talent pool that covers a broad geographic area without the costly investment in physical office space. An exclusively in-office model offers benefits like greater security in a highly compliance-driven environment and higher-quality team engagement.
Regardless of where agents are working, the most important way https://lastdatabase.com/ to ensure productivity is by equipping them with the right tools that enable collaboration, promote engagement, and boost efficiency. Q. Have there been any changes in the metrics measuring and tracking agent productivity and if so, what are they and what factors are prompting these moves? TRUDY CANNON: The traditional metrics to measure productivity have not changed, but with WFH, tracking application usage is helpful to understand and improve agent performance.
In today’s WFH environment, insights into capacity is a metric contact centers are seeking the most. Desktop analytics solutions give contact center managers objective, real-time data on employee application usage. This activity data helps them understand how their employees are performing across all channels and locations, including WFA employees.