Insights

Higher AHT is driven by an even higher percentage of problem calls, fewer agent help resources which is extending calls an increasing hold time, a new work environment, and more time spent empathizing with customers and discussing shared experiences.

When exploring agent attrition rates during the pandemic, we saw a rise only for a small number of organizations.

For customer service operations that moved to Work-At-Home for the majority of their staff, a hidden wave of underperformance and attrition is coming.

While the current situation forced many people into a work-at-home scenario, there are risks with finding the right long-term WAH customer service talent.

Podcast: Follow along with JD Power's Michael Vermillion, Mark Miller, and Scott Killingsworth as they discuss different issues related to the shift to Work-At-Home for Customer Service Operations.

Article: Is the call center dead? That’s one of many interesting questions COVID-19 has raised about the future of work.

As physical office locations slowly begin to re-open, organizations are faced with managing agents in both physical and work-at-home (WAH) environments. In this on-demand webinar, JD Power and Amplity Health’s Rob Selvaggi discuss the lessons he has learned from managing a true “hybrid” environment with both WAH and traditional brick-and-mortar elements.

Description: Successful Work-At-Home (WAH) operations have the required technologies, the right policies and the right management teams in place. All good management teams keep their eyes on two things: their customers and their employees. So how can you evaluate whether your team is properly managing their employees?

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?

In this video, Mark Miller speaks with Guardian about how JD Power's Contact Center Certification can uniquely differentiate your brand

JD Power certified client Freeman answers: What do certified clients have to say about the program?