Enterprise-tested tactics for more scalable customer service models
minutes
Large, forward-thinking companies are getting smarter with their contact center resources
Anyone who runs or works with a contact center knows that getting the right agents is really hard and keeping them is even harder.
There’s pressure coming from all angles —high customer expectations and historically low unemployment in the U.S. coupled with over-saturated brick and mortar contact center markets.
Aside from the clear economic factors, it’s important to recognize a mental shift that’s happening in the way we work. As flexibility rises to the top of the most desired job benefits, not even remote or home-based opportunities can compete against an ability to schedule work around life.
“[The workforce] are not requesting work from home or flexibility anymore, they’re demanding it happen.”
– Jon Brown, VP of Customer Results at Liveops
What does this all mean for the enterprise?
In short, opportunity.
Major companies and big brands stand to gain and retain the most talented customer service professionals by embracing the flexiprise workforce. Pier 1 Imports is one of the major early adopters of a remote, flexible contact center model:
“The traditional nine to five Monday through Friday jobs just aren’t for everyone, but there is a huge talent and candidate pool out there. Implementing a flexible work from home model at Pier 1 was a game changer for us. Not only was it a positive win for our agents—they love the flexibility and are much more satisfied—but it also impacted a lot of our KPIs.”
– Laurie Simpter, Sr. Manager of Customer Relations at Pier 1
Wanting to know more about how deploying a remote agent strategy impacted customer satisfaction and operational performance at Pier 1 Imports, we recently sat down with Laurie to discuss.
[On-Demand Webinar] Remote agent strategies & data for forward-thinking brands
In this webinar (recorded from an earlier date) both Laurie and Jon cover the quantifiable and qualitative advantages that you get with remote customer service and sales agents as well as the challenges and tradeoffs of a dispersed model.
Click here to listen in to hear more about how a remote agent model might impact your ability to hit your customer service and operational goals and metrics moving forward.
