Very pertinent question which would perhaps be in force during post pandemic phase. There are two angles to it - Corporate and Employee. Taking the Corporate angle, they would be happy because they are benefited with zero infrastructure with basic facilities perhaps throughout the day. They are happy that the jobs are completed in fact, sooner than before. Employee is happy to work from home because he has realized during the pandemic the importance of family and quality time with them. More importantly, he avoid treacherous drive to office and back. He could now claim that HE is also contributing his might towards carbon neutrality world over.
Customers are also satisfied that their job is done through a video conference (when more details are required). Word of mouth, corporates can gain more customers, as well.
We are looking for some insight on how companies are addressing the pull between employees working from home vs optimized teamwork/productivity vs a positive customer experience.
- Jun 8, 2021 4:11 pm GMT
Although many employees would like to stay at home, there has been some successes and some challenges regarding aligned communication and consistency of a positive customer experience. Some customers are sharing there has been no change in service while others are frustrated by delays in phones being answered, incorrect information being shared and poor follow through. In conversing with customers, they are far less likely to complete surveys due to cyber security concerns of clinking on links. They also are frustrated by anything more than 5 -8 questions. What are you seeing with regard to the shift of customer care with regard to its impact on the customer experience?
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