DMG Consulting
DECEMBER 7, 2020
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
CSM Magazine
JANUARY 27, 2021
These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.
DMG Consulting
SEPTEMBER 20, 2021
Companies also need to rethink workplace requirements, specifically which functions must be performed by office staff and which can be done by at-home employees. The pandemic proved that contact center employees—agents, supervisors, managers, quality management specialists.
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