The Challenge

Our client, a North American retail giant whose bricks-and-mortar footprint is matched by an enormous e-commerce operation, shifted its support to a work-at-home model. However, the training and onboarding that worked for on-site staff did not work for remote agents, resulting in less than optimal performance.

• Inconsistent KPI achievement
• Agents ramped to proficiency too slowly

The Solution

ResultsCX analyzed performance data and identified improvement opportunities

• The account team enhanced agent onboarding with a custom combination of training, extended nesting, and support ratio changes
• Trainees spent more time listening to call sessions, participating in collaborative discussions of lessons learned, and discussing follow-up processes
• Increased individual coaching was coupled with twice-daily team debriefs to close knowledge gaps
• Required pre-production agent certification and expanded skill assessments further strengthened agent competency