According to Gartner, the shift to remote working. In a recent survey, Gartner reported 82% of company leaders plan to allow employees to work remotely to some degree in the future, and nearly half (47%) said that they would allow all employees to work remotely fulltime going forward. As a result, coaching, especially for contact center teams, must undergo a digital transformation to account for the coaching challenges that are exacerbated in remote environments.

But one of the biggest casualties of the transition is agent coaching programs. The old way of doing things just isn’t possible in a virtual environment.

But consistently improving agent performance is the key to delivering a great CX, and coaching programs are the catalyst.

In this eBook, learn the coaching challenges every contact center will face as they handle a higher volume of customer interactions, and in turn scale their teams.