With anywhere from 20% to 80% of contact center workers expected to work from home indefinitely, contact center and technology leaders should take a close look at the business impact that residential networks have on workforce productivity, contact center operations and customer experience. Could they be wreaking havoc on CX?
Watch this video featuring Empirix’s Erik Delorey, Product Marketing Manager Contact Center Assurance solutions for Are Residential Networks Wreaking Havoc on CX? and explore:
- What can (and will) go wrong in remote working environments
- How does undetected tech disruption impact key business objectives (KBOs) and service level agreements (SLAs)?
- What level of “technology oversight” is warranted in a residential work setting? When does it become an invasion of privacy?
- What processes or programs should enterprises and BPOs be considering in order to reduce the impact of tech disruption on their business?