When contact center agents were sent home, they lost the ability to interact in person. Like so many others, they very quickly felt the loneliness and isolation associated with working from home. And since contact center agents are, by their very nature, rather social people—their remote “culture shock” was no small thing.

In today’s hybrid world, you need the right tools to promote a culture of connectedness, teamwork, and performance. You need to get your agents to that happy place where they can do the important work of keeping customers happy. And one of the best ways to do this is through frequent, real-time coaching.

The relationship between coaching and culture

Researchers are beginning to understand that frequent coaching is more effective than infrequent, formal training. Smart contact center leaders know this. In fact, according to the Metrigy CX Technology Trends research study, 2021, 28% of successful companies are looking for ways to add even more supervisor/agent coaching to their operations.

8x8 Contact Center offers a unique approach to coaching and training. Using fully integrated QM and interaction analytics, supervisors can monitor 100% of interactions in real time. And when a coaching opportunity is identified, they can escalate by setting up a quick video meeting to share feedback. The experience is almost like being in person, and it’s greatly appreciated by agents. Especially when the technology is easy to use and works reliably.

8x8 Contact Center + Google Chrome: An ideal hybrid toolkit

8x8 Contact Center was purpose-built for hybrid, collaborative working across the enterprise. Deployed on a Google Chromebook, agents can enjoy high-quality video interactions using their favorite external camera. They can also deliver consistent, exceptional customer experiences across channels including chat, email, and social media.

As a Chrome Enterprise Recommended (CER) Solution, 8x8 Contact Center offers industry-leading uptime, patented global reach, and complete platform flexibility. When deployed on a Chrome OS device (or using the Chrome browser on Windows, MacOS, or Linux), you can:

  • Deploy agents quickly—8x8 Contact Center and Chrome OS devices are both simple to set up, manage Chrome OS devices, and use.
  • Maximize productivity—Use the familiar Google Chrome interface and 8x8’s unified communication and collaboration tools.
  • Minimize business risk—Chrome OS devices are built to protect customer data against common threats like ransomware, and 8x8 adheres to the highest security standards across its platform.
  • Take advantage of the latest innovations—Both Google Chrome and 8x8 Contact Center provide you with instant access to the latest in cloud without unnecessary downtime.

Plus, with 8x8’s platform-wide 99.999% SLA, you can relax knowing that your contact center will continue operating without interruption.

8x8 + Google: A proud partnership

To achieve CER status, 8x8 worked closely with Google’s partner engineering team to optimize 8x8 Contact Center for Chrome OS and extend the functionality, quality, security and user experience of our offering. We are proud of this acknowledgement and our commitment to innovation within the contact center industry. We invite you to learn more about Chrome Enterprise Recommended Solution for 8x8 Contact Center.