How to Manage Agent Workarounds and Shortcuts

In any contact centre, you’ll typically find some degree of workarounds and shortcuts in play – from the more obvious sticky notes on monitors to the less visible self-adopted system shortcuts.While some shortcuts can create efficiencies, others may compromise data integrity, compliance, or even the quality of customer experience, and so it’s vital to keep a close eye on them.That’s why we asked our employee experience experts for their best practical approaches to managi