Description

Last year, most, if not all, contact center agents were asked to work from home due to Covid restrictions. Agents could not simply go to the next cube for answers in this new situation.

We are now inching towards normalcy but many Covid-triggered megatrends, including work-from-home are here to stay. Here are some stunning stats to consider.

• 70% of contact center agents want to continue working from home.
  (Source: Gartner, February 2021)
• By 2024, 30% of organizations will have moved their contact centers’ operations off-premises, with a 60% jump in all agents working from home.
  (Source: Gartner, April 2021)

How can agents provide smart, effective, and efficient customer service in this new normal? How did Blue Cross and Blue Shield of Florida, aka Florida Blue, transform agent and customer experiences with eGain Knowledge, with most of its agents having to work from home during the outbreak?

Register for the upcoming webinar, featuring Sarah Montez, CX Product Manager for Florida Blue, to find out. We look forward to seeing you soon!