WAH operations look great on paper, but are challenging in reality, particularly as they relate to employee experience and, by extension, the customer experience. The fact is that while some agents will love the concept, many agents will not adjust to it over time. As a result, for employees that do not work well within, or enjoy the WAH model, attrition will occur, causing service level degradation, CX degradation, and unnecessary costs. How can contact center operations respond to this challenge and maximize success now and into the future?
Resource
10 Key Strategies to Succeed in the New Work-at-Home Service Environment
