--- title: Webinar: Enabling Customer Experience Excellence While Working from Home description: Everise and Verint hosted a webinar, providing guidance on how businesses can adapt and respond to the COVID-19 crisis. Watch it here. image: https://insights.weareeverise.com/hubfs/Verint%20Webinar%20Banner%20(SocMed)%20Dark%20Versions%20(LinkedIn)%5B9%5D.jpg --- [![Everise Logo](https://insights.weareeverise.com/hubfs/Logos/Everise%20Logo%20color%20(1).png)](https://weareeverise.com/) - Who we are Who we are Learn more about Everise and the people behind our work. [About Everise Get to know our story, values, and what sets us apart.](https://weareeverise.com/about-us/) [Our Leadership Meet the leaders guiding Everise forward.](https://weareeverise.com/about-us/leadership/) [Global Presence Explore where we operate and how we support clients worldwide.](https://weareeverise.com/our-global-presence/) - Our Solutions Our Solutions Our suite of services and tech to power better outcomes. 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[Healthcare Support patients, members, and providers across the journey.](https://weareeverise.com/industries/healthcare/) [Insurance Deliver seamless service from onboarding to claims support.](https://weareeverise.com/industries/insurance/) [Utilities Improve engagement and efficiency with always-on support.](https://weareeverise.com/industries/utilities/) [Travel & Hospitality Elevate guest experiences and scale during peak demand.](https://weareeverise.com/industries/travel-hospitality/) - [Careers](https://weareeverise.com/work-for-us/) - [Contact Us](https://weareeverise.com/contact-us/) [Home](https://weareeverise.com/) > [Insights](https://weareeverise.com/insights/) > Webinar: Enabling Customer Experience Excellence While Working from Home **3 min read** # **Webinar: Enabling Customer Experience Excellence While Working from Home** [Work-at-Home](https://insights.weareeverise.com/tag/Work-at-Home) [Webinar](https://insights.weareeverise.com/tag/Webinar)    |    By Everise    |    Apr 24, 2020 ![](https://insights.weareeverise.com/hubfs/Verint%20Webinar%20Banner%20(SocMed)%20Dark%20Versions%20(LinkedIn)%5B9%5D.jpg) On April 22 2020, Sudhir Agarwal, Founder and CEO for Everise, and Ryan Hollenbeck, Senior Vice President of Global Marketing for Verint hosted a webinar for over 500 participants, providing guidance on how businesses can adapt and respond to the COVID-19 crisis. During their conversation, they covered seven main points. Watch the full webinar here.  ###### **1. Act fast with your manpower and IT infrastructure** Sudhir shared how our strong partnership with BlueJeans enabled us to transition into a work-at-home environment in only 2 days!   ###### **2. Build a strong digital infrastructure for remote operations and performance management** There are 5 core pillars to a strong remote work model: - Remote recruitment and onboarding - Virtual training and learning - Real-time communication and collaboration tools - Performance management and analytics tools - Secure, scalable and sustainable Infrastructure    ###### **3. Ensure your brand and culture are well-represented** Fostering a [people-first culture](https://weareeverise.com/glossary/people-first-culture/) is the best way to ensure your teams perform well. It’s no accident that Everise has one of the industry’s highest Glassdoor ratings **and** average client [NPS](https://weareeverise.com/glossary/net-promoter-score-nps/) scores.   ###### **4. Create a secure virtual environment** Sudhir discussed how Everise utilizes a fully managed Desktop-as-a-service (DaaS) and multi-layered security solutions, alongside our PCI, SOC2, HIPPA and HiTrust compliance, enable agents to work remotely without jeopardizing customer data. ###### **5. Augment your home-based support teams with AI** Chat and voice automation software help brands to manage volume spikes, enabling agents to focus on delivering a great experience. Sudhir also shared his personal perspectives on the impact of AI on jobs through an anecdote of our work with a leading ASEAN Bank. The DX team automated thousands of hours of work for their Human Resource department, empowering the helpdesk team to do higher-value work.   ###### **6. Balance CX and operational efficiency** Sudhir shared how shared Everise uses our proprietary data and analytics tools alongside our dedicated work-at-home operations teams to enable high performing home-based experiences. We have proven that work-at-home teams can achieve higher productivity and performance metrics when compared to their brick and mortar colleagues.   ###### **7. W@H isn't going anywhere** During the question period, I shared how we believe that this will greatly influence the future of the BPO industry. Everise projects that 50% of our workforce will remain in a home-based environment. We are firm believers that a blended and distributed strategy is the optimal one.     **Related Insights** - [Impact Report 2: Is Work-At-Home Working?](https://insights.weareeverise.com/impact-report-2-is-work-at-home-working) - [Home-based Agents are Transforming the CX Industry](https://insights.weareeverise.com/home-base-agents-transforming-cx-industry) - [How Financial Services can *Bank* on AI to Support Customers](https://insights.weareeverise.com/financial-services-can-bank-on-ai) [![Everise Logo](https://insights.weareeverise.com/hubfs/Logos/Everise%20Logo%20color%20(1).png)](https://weareeverise.com/) Company - [About Everise](https://weareeverise.com/about-us/) - [Our Leadership](https://weareeverise.com/about-us/leadership/) - [Our Global Presence](https://weareeverise.com/our-global-presence/) - [Awards and Recognition](https://weareeverise.com/awards/) - [Pressroom](https://weareeverise.com/pressroom/) Solutions - [Customer Experience Management](https://weareeverise.com/services/customer-experience-management/) - [EverAI & Tech Solutions](https://www.everailabs.com/) - [Digital CX and Transformation](https://weareeverise.com/services/digital-cx-and-transformation/) - [Managed Services](https://weareeverise.com/services/managed-services/) Pages - [Home](https://weareeverise.com/) - [Careers](https://weareeverise.com/work-for-us/) - [Insights](https://insights.weareeverise.com/?_gl=1*1gk4438*_gcl_au*Njg0NjcyODQ5LjE3NzI0Nzg0MzguMTU4NDI3NDEwNC4xNzc1NjcwNjAyLjE3NzU2NzA2MDE.*_ga*NzQ4NzkyMzMzLjE3NzI0Nzg0Mzg.*_ga_6H4W5S3N2V*czE3NzYxODEyMzMkbzI1JGcxJHQxNzc2MTg3MDYyJGozNCRsMCRoMA..) - [Contact Us](https://weareeverise.com/contact-us/) Follow Us - [Facebook](https://www.facebook.com/EveriseUSA/) - [Instagram](https://www.instagram.com/everiseglobal/) - [X](https://x.com/everiseglobal) - [LinkedIn](https://www.linkedin.com/company/everiseglobal/mycompany/) - [Youtube](https://www.youtube.com/weareeverise) © 2026 EVERISE. 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