Right now, many of us are navigating new territory both personally and professionally. Our customers are adapting to new business hours, longer delivery and wait times, and new services such as curbside pick-up. In addition, many employees are now working from home – some for the very first time, which brings new challenges they’ve never experienced before. This is also true for front-line employees like contact center agents.
As a CX executive or contact center manager have you considered the following?
These are a few examples of the challenges your organization may be dealing with. Couple this with the increase in customer inquiries and you can imagine the pressure your employees may be feeling, and how this may be impacting their productivity and ability to effectively serve your customers. According to Cisco’s global contact center survey, 74% of businesses agree that agent experience has a direct correlation and significant impact on customer experience.
Webex Experience Management (formerly CloudCherry) is Cisco’s next generation customer experience management (CEM) solution that improves customer and employee experiences by giving businesses greater insight across the entire customer journey, and mapping those experiences across all touchpoints in the organization. It enables you to easily create anonymous online employee surveys to share their “work from home” experiences. This gives managers and HR teams insights around employee sentiment, so that they can act accordingly by making improvements and addressing any issues impacting their employee’s work, before they become problematic.
Let’s not forget about how your customer interactions are changing. As customer online touchpoints increase and your employees work remotely, it’s important to monitor your customers’ journeys carefully to ensure you’re still meeting your desired CSAT or NPS scores during this crucial time. Learn how to do this with Webex Experience Management.
Employees working from home can create new security concerns. To protect your business and remote employees, Cisco offers key security technologies that are designed to protect remote workers anywhere.
Cisco’s priority is to help our customers to be prepared and readily adapt to changing business needs. Your employees play a critical role in helping you maintain customer satisfaction and business continuity – now more than ever before. When you care for your employees, you’re caring for your customers. And this will lead to better engagement, greater customer satisfaction and improved business outcomes.
To learn how to set up remote agents on your Cisco Contact Center solutions read our blog.
To learn about our cloud-based Cisco Webex Contact Center quick-to-deploy remote agent plan, read our blog.
To learn more about Cisco Contact Center, visit our website.