CX Culture

[WEBINAR] Work From Home: 10 Lessons to Elevate Remote Agent Experiences

CX teams and companies with contact centers are scrambling to manage remote teams as the Coronavirus (COVID-19) spreads around the globe.

On April 2, 2020 Charlene Petrie, Sr. Project Manager, Community Management at Sutherland, will be the special guest for Playvox’s webinar Work From Home: 10 Lessons to Elevate Remote Agent Experiences. The event begins at 11 a.m. EDT.

Sutherland, one of the world’s largest digital transformation companies, is no stranger to managing and optimizing the performance of omnichannel remote customer service and sales teams through outsourcing. With over a decade of experience leading remote teams for some of the biggest brands in the world, they’ve seen and done it all.

Petrie will be covering the following topics:

  • How to manage and optimize the performance of a remote workforce
  • Measuring and improving customer service quality for remote teams
  • Recognition and rewards strategies
  • Just in time training based on real-time performance

“With the current state of the world, I thought this would be a huge opportunity to talk about work at home and remote engagement” Petrie said.

Petrie added, because Sutherland is well-versed in handling the remote agent solution, they have been receiving calls from current and potential clients asking for advice on how to switch their agents to work from home.

The outbreak has left companies without a Business Continuity Plan and there’s the need for struggling businesses to stay afloat.

Arguably, companies specializing in areas of healthcare, insurance, food delivery, and financial services will be ramping up and with many being hired, remote work will become the standard.

Petrie will share more on managing people remotely, how agent experience drives customer experience, and the importance of work quality. In addition, she will be taking questions from registrants.

The goal is to ease the stress of switching to a work from home solution, getting the right equipment, how to manage from a distance, communicating with other teammates, and rewarding agents who perform well.

“And that’s what everybody wants, how can we continue to serve our customers and make everybody happy,” Petrie said. “Ultimately that’s the goal.”


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