You can now practice firing someone in virtual reality
Meet Barry: his sole purpose in life is to listen patiently, and then protest or sob a little as you fire him from an imaginary job in virtual reality. Poor Barry.
Meet Barry: his sole purpose in life is to listen patiently, and then protest or sob a little as you fire him from an imaginary job in virtual reality. Poor Barry.
John Straw gives his take on the process, stage by stage
From books to presentations in 10s with AR + ML(AR Cut & Paste).
Today, most companies have staff working from home due to the pandemic. Although customer experience management (CXM) agents aren’t essential workers in the truest sense, consumers sheltering in the safety of their homes for months on end have relied on them so heavily for wide-ranging reasons that they might as well have considered them so. What those consumers probably don’t know is that the call center agents assisting them are most likely working from home. In fact, our recent research report, Customer Experience Management (CXM) State of the Market Report 2021, found that the percentage of CXM FTEs working at home grew from less than 10 percent in 2019 to as much as 80 percent during the health crisis. While we expect that there will be some movement back towards the brick and mortar model in the coming months and years, many service providers and in-house contact centers will continue to utilize Work at Home Agents (WAHA) as a key component of their service delivery strategy.
Service-level agreements (SLAs) today should be established to ensure that service provider performance aligns not only with mutually agreed-upon terms but with clear benchmarks and service levels that match a company’s business goals. These days, agility and flexibility are central themes for all industries. These themes also influence the methodology for the ongoing management of outsourcing services and the continuous improvement of outsourced activities, functions, and processes.
In this blog, we’ll shed light on how the changing business environment has affected the performance management process, as well as four common pitfalls that companies and service providers should avoid. Although the bones of the process remain intact — such as the definition of service requirements and metrics, identifying business needs and drivers, defining objectives, and establishing accountability for the achievement of the objectives — there are opportunities to flex and adjust to add value.