- Contact center agents are significantly less able to seek guidance from peers and managers, while the demands of their role have increased. They need to be experts in legacy desktop applications and web-based services, access and duplicate information in separate databases, and handle live interactions in an omnichannel industry. As a result, getting approvals, processing requests and generally supporting customers seem to have become more time-consuming and challenging tasks.
- Managers are expected to learn how to manage mixed teams of hybrid and remote workers, which includes understanding their productivity gaps, bottlenecks, execution gaps and best practices; yet, there is currently generally less visibility into day-to-day employee activities.
- Quality customer experience is dependent on understanding precisely how an organization's business processes are carried out, in order to optimize them for effectiveness and efficiency. With each desktop user interacting with applications and systems via thousands of small actions each day, comprehensive in-depth visibility requires much more than standard data mining of application event logs.
In today’s competitive business landscape, delivering exceptional customer experiences is paramount. To reach that goal most efficiently, especially during an economic downturn, organizations must optimize decision-making, enhance employee productivity, and streamline workflows. This is relevant for the front office, of course, but also for the back-office teams, whose productiveness and efficiency provide the backbone of any organization.Highly dynamic work environments, with built-in continuous change and an accelerated transition to remote and hybrid workforces, are posing multi-dimensional challenges for employees, managers and organizations alike: