Webinar: Enabling Customer Experience Excellence While Working from Home
Apr 24, 2020
Posted By: Everise
On April 22 2020, Sudhir Agarwal, Founder and CEO for Everise, and Ryan Hollenbeck, Senior Vice President of Global Marketing for Verint hosted a webinar for over 500 participants, providing guidance on how businesses can adapt and respond to the COVID-19 crisis.
During their conversation, they covered seven main points. Watch the full webinar here.
- Act fast with your manpower and IT infrastructure
Sudhir shared how our strong partnership with BlueJeans enabled us to transition into a work-at-home environment in only 2 days!
- Build a strong digital infrastructure for remote operations and performance management
There are 5 core pillars to a strong remote work model:
- Remote recruitment and onboarding
- Virtual training and learning
- Real-time communication and collaboration tools
- Performance management and analytics tools
- Secure, scalable and sustainable Infrastructure
- Ensure your brand and culture are well-represented
Fostering a people-first culture is the best way to ensure your teams perform well. It’s no accident that Everise has one of the industry’s highest Glassdoor ratings and average client NPS scores.
- Create a secure virtual environment
Sudhir discussed how Everise utilizes a fully managed Desktop-as-a-service (DaaS) and multi-layered security solutions, alongside our PCI, SOC2, HIPPA and HiTrust compliance, enable agents to work remotely without jeopardizing customer data.
- Augment your home-based support teams with AI
Chat and voice automation software help brands to manage volume spikes, enabling agents to focus on delivering a great experience. Sudhir also shared his personal perspectives on the impact of AI on jobs through an anecdote of our work with a leading ASEAN Bank. The DX team automated thousands of hours of work for their Human Resource department, empowering the helpdesk team to do higher-value work.
- Balance CX and operational efficiency
Sudhir shared how shared Everise uses our proprietary data and analytics tools alongside our dedicated work-at-home operations teams to enable high performing home-based experiences. We have proven that work-at-home teams can achieve higher productivity and performance metrics when compared to their brick and mortar colleagues.
- W@H isn’t going anywhere
During the question period, I shared how we believe that this will greatly influence the future of the BPO industry. Everise projects that 50% of our workforce will remain in a home-based environment. We are firm believers that a blended and distributed strategy is the optimal one.
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