Cisco Introduces Webex Encounter Management “Voice of Worker” Home based Solution
How Are Your Employees Managing While WORKING AT HOME?
Right now, a lot of us are navigating brand new territory both personally and professionally. Our clients are adapting to home based business hours, longer shipping and wait periods, and new solutions such as for example curbside pick-up. Furthermore, many employees are actually working at home – some for the first time, which brings new problems they’ve never experienced before. This is especially true for front-line workers like contact center agents.
As a CX executive or get in touch with center supervisor have you contemplated the following?
- How are your workers adapting to working at home (WFH)?
- Are usually they engaged and motivated?
- Do they have a separate workspace within their home that provides them privacy?
- Are there enough house broadband and related providers?
- How are they in a position to collaborate with other co-workers if they need help?
- How are usually they managing while homeschooling kids or looking after other family?
- How does your group benchmark against other agencies within enabling WFH?
These are several types of the challenges your company may be coping with. Few this with the upsurge in consumer inquiries and you will imagine the stress your employees could be sensation, and how this can be impacting their efficiency and capability to effectively serve your visitors. In accordance with Cisco’s global get in touch with center survey, 74% of companies concur that agent experience includes a immediate correlation and significant effect on customer experience.
Webex Experience Administration (formerly CloudCherry) is Cisco’s next-generation client experience management (CEM) remedy that improves consumer and agent experiences giving companies greater insight over the entire customer trip, by mapping their encounters across all touchpoints within the organization, consolidating the info, and making use of predictive analytics to create informed choices on how best to improve client and employee encounters that may create positive company outcomes.
Cisco has generated a Webex Experience Administration “Voice of Worker” WFH treatment for help institutions provide their employees having an easy-to-use anonymous paid survey to reveal their home based experiences through the global crisis. Thus giving managers and HR groups insights around worker sentiment, in order to act accordingly by creating improvements and addressing any problems impacting their worker’s function before they turn out to be problematic.
- Free usage of Webex Experience Administration for 45 times for 5 customers in the corporation
- A professionally designed study that can help you assess various areas of WFH encounter and benchmark your outcomes later
- A pre-configured survey connect to collect anonymized, relevant suggestions from workers about their WFH encounter
- Accessibility to real-period dashboards for 5 customers, with widgets configured to supply the best insights
- Go reside in 2 business times
With this particular solution, companies can operate periodic agent pulse surveys to get critical real-time insight into employee encounters and barriers to success, enabling them to create improvements which will drive positive customer encounters and better company outcomes.
In addition, keep tuned in for the upcoming webinar where Cisco professionals will evaluation the aggregated benchmark outcomes and guidelines, and discuss recommended actions to take in line with the insights generated by worker surveys.
Supervising Your Customers’ Encounter
Let’s remember about how your visitors are dealing with each one of these changes. As consumer online touchpoints increase as well as your employees function remotely, it’s vital that you monitor your clients’ journeys thoroughly to make sure you’re still conference your desired CSAT or even NPS scores in this crucial time. Figure out how to do that with Webex Experience Management.
Protecting Your Remote Workers with Cisco Security
Employees working at home can make new security worries. To protect your organization and remote workers, Cisco can be providing prolonged free licenses and expanded use counts at no additional charge for 3 of our key safety technologies that can protect remote employees anywhere.
Cisco’s priority would be to help our clients to prepare yourself and readily adjust to new and urgent requirements. Your workers play a critical function in helping you keep up customer satisfaction and company continuity – now as part of your before. Once you care for your workers, you’re looking after your customers. Which will result in better engagement, greater client satisfaction, and improved company outcomes.
Our thoughts are with all our clients and the ones who are impacted.
To learn how exactly to set up remote brokers on your own Cisco Contact Center options read our blog.
To understand about our cloud-based Cisco Webex Get in touch with Center quick-to-deploy remote broker plan, read our blog.
For more information about Cisco Contact Middle, visit our website.
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