The Challenge: WAH operations look great on paper, but are challenging in reality, particularly as they relate to employee experience and, by extension, the customer experience. The fact is that while some agents will love the concept, many agents will not adjust to it over time. As a result, for employees that do not work well within, or enjoy the WAH model, attrition will occur, causing service level degradation, CX degradation, and unnecessary costs.

How can contact center operations respond to this challenge and maximize success now and into the future?

As J.D. Power continues to explore this shift to WAH models, we want to share insights with you about what your organization can do and how operational leaders can position the company to maximize success. We invite you to download our recent webinar titled 10 Key Strategies to Succeed in the New Work-at-Home Service Environment where J.D. Power customer service experts and our guest presenters explore strategies impacting people, CX, and technology.

If you have any questions about the content presented or are looking for additional information on what your contact center can do to maximize effectiveness in the new reality, please let us know. We're here to support you as you work to support your customers.