The impact from Covid-19 has sent shock waves through the business world. All of us have been forced to adapt entrenched habits in order to navigate new realities. This shock has been particularly felt in contact centers, where the Work From Home (WFH) culture has never really taken off. Industry bosses have long resisted WFH for a range of security and technical reasons. High employee turnover rates mean that setting up WFH teams isn’t always practical. Moreover, the amount of sensitive data agents come across on a daily basis means that a centralized office environment provides companies a necessary security safety-net.
The recent pandemic has changed this overnight. Leaders have been forced to transition large parts of their workforce away from the office and to their own homes. This rapid transition is causing sleepless nights for executives, who first had to make this possible by setting up their new remote workforce and now have the arguably more difficult task of maintaining current service standards.
After speaking to a number of industry experts, from executives to team leads and to agents themselves, we uncovered some of their main concerns. These range from the suitability of the home environment to questions of security and compliance. Aigent’s state-of-the-art speech recognition can alleviate many of the challenges related to both of these concerns.