Removing digital inequalities from the remote workforce

The Challenge

A multi-national energy company with over 10,000 employees recently engaged with Actual Experience to understand the impact its digital technologies had on employee’s home working experience – with particular focus on contact centre staff who are striving to deliver the same quality of customer service whilst working from home.

This is particularly relevant given the dramatic changes to working practices since the start of the COVID-19 pandemic. The client had an urgent need for a consistent and reliable data-set. That would feed into a continuous improvement process to ensure the right support and resources were focused on the individuals and parts of the business in need the most.

Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.

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