Quality Monitoring
Objectivity and calibration
Work at home agents are an extension of your on-site agent workforce and their interactions, including voice, screen and omnichannel should be recorded. Using these recorded interactions, the next step in creating an exceptional customer experience is determining the KPIs that map to your ideal customer journey. Evaluating interactions against those KPIs in an objective manner and taking action to transform agent and operational performance will improve your customer experience, as well as, motivate and allow you to retain your employees.
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