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Silver Linings in a Pandemic—Humanizing Agents

Alpa Shah
Global VP - CX Practice, Frost & Sullivan

Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home agent (WAHA) models and self-service to assist with rising call volumes. As a result, companies are rethinking the balance of self-service and live agents. However, companies are not seeing how crucial employees are to CX. Employee retention is still a low priority across industries.

Contact centers faced unprecedented obstacles last year. With remote work, peer support was lost, and remote training proved difficult without the right technologies and software. Having agents deal with sensitive data when they work from home without implementing security measures to protect customers has been particularly problematic. And creating and managing COVID-19 protocols is challenging for those who are on-site.

Schedule a dialog or email us at myfrost@frost.com to connect with an industry expert at no charge. We are taking unprecedented action to make our team available to help you cut through the media and politics to get factual one-to-one guidance for the issues and opportunities that matter most to your business.

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