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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).