{"id":2248,"date":"2020-06-30T14:54:29","date_gmt":"2020-06-30T14:54:29","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2248"},"modified":"2026-02-19T16:11:37","modified_gmt":"2026-02-19T16:11:37","slug":"experience-from-home","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/experience-from-home\/","title":{"rendered":"Experience from Home"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Experience from Home<\/h1>\n                <div class=\"publish-date\">Published: June 30th 2020<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">Delivering first-rate customer experience (CX) relies on having an engaged workforce. However, with an unengaged workforce, one that feels unvalued and ill-equipped to carry out its role, the quality of CX will fall short of your organization\u2019s expectations, harshly affecting your bottom line. To ensure great CX, contact centers need to focus on providing great agent experience (AX) \u2013 a line of thought known as\u00a0<strong>Workforce Engagement Management (WEM)<\/strong>.<\/p>\n<p>Unlike traditional Workforce Optimization (WFO) and Workforce Management (WFM) tools, which focus on contact center efficiency and performance quality (a customer-first approach), WEM focuses on establishing value between a workforce and its organization (an employee-first approach). But with a distributed workforce, it can be difficult to provide this. How can you engage your employees regardless of location, preventing poor CX, absenteeism and churn?<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h3 data-pm-slice=\"1 1 []\"><strong>How to enhance experience<\/strong><\/h3>\n<h4 data-pm-slice=\"1 1 []\">Tools<\/h4>\n<p>Delivering great customer experiences should be made as easy as possible for agents. However navigating across disparate systems to manually track information not only wastes agent time, but also causes unnecessary frustration. Provide your agents with a seamless workflow that can be accessed remotely, wherein all applications and systems are fully integrated. This way, knowledge and resources are pooled together automatically, and are accessible through a single point.<\/p>\n<p>&nbsp;<\/p>\n<h4 data-pm-slice=\"1 1 []\">Support<\/h4>\n<p>Supervision is essential to providing a safe and supportive environment for agents to carry out their responsibilities. The absence of support leads to deteriorated agent experience, and eventual churn. Give supervisors the ability to monitor agents from any location and at any time, to determine whether additional support or training is needed.<\/p>\n<p>&nbsp;<\/p>\n<h4 data-pm-slice=\"1 1 []\">Training<\/h4>\n<p>Resolving customer queries at first contact is vital to driving customer satisfaction and loyalty, but is dependent on skilled and knowledgeable agents. By ensuring that your workforce has access to the necessary tools and training for self-improvement and upskilling at home, the quality and speed of service that your customers expect is assured.<\/p>\n<p>&nbsp;<\/p>\n<h4 data-pm-slice=\"1 1 []\">Flexibility<\/h4>\n<p>Organizations that provide employees with greater control and flexibility over their working environment will reap the benefits of healthier work-life balances. According to the UK 2020 HomeAgent Survey, 75% of organizations believed attrition was lower amongst employees working from home, compared to office-based workers.<span class=\"ProseMirror__styled\" title=\"superscript\" data-mark-styled-class=\"superscript\">[1]<\/span> Likewise, over half of those surveyed agreed that productivity and absenteeism levels were better for remote workers.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h3 data-pm-slice=\"1 1 []\">How we can help<\/h3>\n<p data-pm-slice=\"1 1 []\">Deliver excellent agent and customer experiences with Content Guru\u2019s one-stop,\u00a0cloud contact center solution,\u00a0storm<span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span>.<\/p>\n<p>Contact centers can operate whenever and wherever through the cloud, via a single user interface and single omni-channel queue, facilitating a happier and more engaged workforce. Through intelligent Automated Contact Distribution (iACD<span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span>),\u00a0storm\u00a0CONTACT\u2122\u00a0is able to match inquiries to the best available agent, taking personality and skill into consideration for both a positive agent and customer experience.<\/p>\n<p>A frustration-free experience is guaranteed with\u00a0storm, as the feature-rich solution is not only able to integrate across other storm applications, but also across an organization\u2019s existing systems and third-party databases with\u00a0storm\u00a0INTEGRATE\u2122. This saves your agents valuable time, allowing them to focus on delivering exceptional service.<\/p>\n<p>While some organizations feel a constant pressure to deliver personalized services to customers, with\u00a0storm\u00a0CKS<span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span>, tracking customer journeys and delivering a seamless service is effortless. Agents are automatically provided with information about a customer before servicing their present query, ensuring that agents are prepared for each interaction.<\/p>\n<p>Monitor your workforce with our powerful management information reporting package\u00a0storm\u00a0VIEW\u2122. Real-time statistics are visible through the VIEW Dashboard, enabling you to observe and respond to events as they happen.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Delivering first-rate customer experience (CX) relies on having an engaged workforce. However, with an unengaged workforce, one that feels unvalued and ill-equipped to carry out its role, the quality of CX will fall short of your organization\u2019s expectations, harshly affecting your bottom line.<\/p>\n","protected":false},"featured_media":5206,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[43],"resource_type":[5],"resource_folder":[72],"class_list":["post-2248","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-employee-engagement-and-empowerment","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Experience from Home - English - USA<\/title>\n<meta name=\"description\" content=\"Delivering first-rate customer experience (CX) relies on having an engaged workforce. 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