Trends Report

Five Best Practices For Calibrating Customer Service Quality In The Era Of Remote Work

October 2nd, 2020

Summary

Contact center leaders must consider remote work realities during the contact center quality calibration process. COVID-19 didn’t just send contact center agents to work at home; it also changed the working environment for quality teams. This new environment calls for a remote-work-friendly approach to contact center quality calibration. While consensus building reduces upfront work for the calibration process, that benefit is outweighed by remote-work-unfriendly drawbacks such as longer overall sessions. Schedule an inquiry to discuss the new realities of the calibration process.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.