target audience: TECH BUYER Publication date: Dec 2023 - Document type: IDC Perspective - Doc Document number: # US50109523
Enabling Agents with Technology for Productivity and Employee Experience
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Abstract
This IDC Perspective examines the changed environment in which customer-facing service personnel work and service customers. Customer service and contact center employees face changing expectations of customers in terms of service and are experiencing a changed and changing internal work environment that was first precipitated by COVID-19 and is now the continued evolution of what is called the "future of work." The need for collaboration, context, and connectedness among agents requires a new set of systems and processes.
"Transforming the agent experience within the context of the 'future of work' is not an overnight initiative," says Mary Wardley, program vice president, Customer Service and Contact Center at IDC. "While all employees have been impacted by WFH initiatives, the collective agent experience is nuanced and will take a combination of technology, business processes, and human factors to recreate and go beyond the standard of when in person."