When a customer reaches out to your contact center, they expect to have a seamless, efficient conversation with your agent, who can answer their questions or provide a solution to their issues. However, as hybrid and remote working environments have become the norm for agents around the world, manually assuring consistent CX quality has become a near-impossible task. Poor internet connections, faulty headsets, and network bottlenecks are only a sample of the issues that can turn what should be a smooth interaction into a nightmare for both your customers and agents.
Learn how leading global brands have been able to reduce agent downtime by 50% with Cyara’s real-time agent environment assurance solution.
For CX leaders, call quality is no longer confined to the office. It now depends on how well organizations can manage, monitor, and assure every part of the agent environment, no matter where that agent is located. This shift has made agent environment and workspace monitoring critical to delivering reliable customer experiences.
As the bar of customer expectations continues to rise, the only way to improve your CX quality and support top-line sales objectives is by regaining visibility into your agent environment and taking proactive steps to identify and eliminate issues ahead of customer impact. By leveraging an automated, comprehensive solution, you can empower your agents and support teams to overcome obstacles and assure agent performance, regardless of where your agents are located.
The Hidden Complexity Behind Every Remote Call
In a traditional contact center environment, IT teams controlled nearly every aspect of communication, from monitoring network infrastructure to standardizing the types of headsets agents must use while working. However, as many organizations have transitioned to hybrid and remote working environments, the widening distance has disrupted the control and visibility that made it easy to monitor agent performance for potential infrastructure issues.
For example, a single customer call may pass through multiple networks and systems before they connect with an agent, including the agent’s home Wi-Fi, a VPN, a cloud contact center platform, and the public telephone network. Each link adds potential points of failure such as latency, jitter, or packet loss, which can each distort audio or cause dropped calls.
Additionally, when working remotely, there are many additional variables that can disrupt customer interactions. Instead of delivering consistent, reliable CX, an agent working from home may expose customers to distracting background noise, have an unstable internet connection, or use incompatible headsets. And, in these cases, your agent may not even be aware of an issue until customer complaints begin rolling in and productivity drops, costing hours of additional troubleshooting and frustration before it’s resolved.
But just because your agents are working from hybrid or remote locations doesn’t mean that you can’t improve your CX and deliver quality interactions at scale. By making agent environment assurance an organizational priority, you can regain control and overcome these challenges.
Strategies to Improve CX Quality with Hybrid and Remote Agents
Assuring agent environment and desktop performance requires a strategic approach combining visibility, consistency, and automation. Many teams struggle to understand exactly when and why CX issues are occurring, so it’s important to remain proactive and protect your customers from potential risks, or your organization will feel the financial, reputational, and compliance consequences.
1. Standardize equipment and connectivity requirements
Consistency begins with clear standards. The most successful contact centers define specific requirements for remote agents such as approved headsets, wired Ethernet connections, and minimum bandwidth thresholds, to reduce variability from the start.
Providing standardized workstation kits and conducting pre-deployment connectivity checks ensures that every agent meets baseline quality standards. These simple guidelines ensure your agents are equipped properly to meet customer demands.
2. Use a continuous, real-time agent environment monitoring solution
To maintain high-quality interactions, organizations need continuous visibility into every part of the communication chain. A real-time agent monitoring solution captures performance data such as latency, jitter, and packet loss across live and simulated calls, alerting IT to issues before customers notice them.
But these insights go beyond troubleshooting. When paired with AI-driven analytics, monitoring tools can identify trends by region, network, or device type, allowing contact centers to proactively address systemic problems rather than react to individual complaints.
3. Leverage real-time, data-driven insights
Testing and monitoring your agent environment and CX infrastructure is only valuable when you can implement improvements based on the results. With the right agent environment monitoring solution, you can simulate real-world customer interactions and gain critical insights into potential vulnerabilities, proactively identify defects, and areas in need of future optimization.
Additionally, in the past, IT teams were on the backfoot when it came time to address critical issues. In remote and hybrid setups, support teams needed to comb through variables to try and locate the issue. But automated testing and monitoring solutions provide actionable, data-driven insights that make it easy for IT teams and agents to pinpoint the root cause and begin remediation processes right away, saving valuable time and mitigating customer impact.
4. Implement guardrails for regulatory compliance
Many customers feel that companies lack the security to protect and preserve their sensitive data and privileged information. Especially within highly regulated industries such as finance and healthcare, regulatory compliance is key to not only retaining customer trust and loyalty but also avoiding disastrous penalties and fines.
When agents are working from home or other remote locations, it can be harder to validate whether they are aligned with your industry’s regulatory standards. For example, are they accessing your customers’ information through an unsecure network connection? But with an agent environment monitoring solution, you can ensure your agents aren’t creating compliance risks and are equipped to deliver secure, reliable interactions your customers can trust.
5. Build a shared culture of quality and accountability
Sustaining consistent call quality in a hybrid model requires collaboration across IT, operations, and CX teams. Organizations that treat agent environment assurance as a shared responsibility see the best results.
When QA teams flag call issues linked to environmental factors, IT can investigate immediately. When IT detects recurring network issues, CX leaders can adjust scheduling or routing to minimize customer impact. This cross-functional feedback loop turns monitoring insights into tangible improvements that strengthen both customer and agent experiences.
Overcome Agent Environment Issues with Cyara
When agents know their tools and networks will perform reliably, they can focus entirely on customers, not on troubleshooting their own environment. Consistent agent workstation monitoring and real-time agent monitoring give organizations the confidence that every conversation meets internal and customer expectations.
As part of Cyara’s AI-Powered CX Productivity, Growth, and Assurance Platform, Cyara ResolveAX empowers you to quickly monitor, troubleshoot, and resolve agent environment issues before your customers are affected. ResolveAX performs continuous system health checks, sends automated alerts, and provides troubleshooting guidance, so your teams can stop chasing hidden defects and focus on delivering exceptional CX at scale.
With ResolveAX, global brands have:
- Saved up to 4 hours of troubleshooting per agent issue.
- Decreased agent-related ticket submissions by 80%.
- Reduced agent downtime by 50%.
Contact us to see how you can address agent issues in real time or visit cyara.com for more information.
