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The At-Home Agent Model is Here To Stay – What You Need to Know

Outsource Consultants

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities. Need to go remote in 2020?

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Avoiding 5 Common L&D Mistakes

Contact Center Pipeline

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

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Concentrix Releases Cloud Platform for Digital Customer Experience Management

Concentrix

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

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Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry

Outsource Consultants

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

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4 Ways to Keep Your Remote Agents Engaged

Outsource Consultants

Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. Additionally, if your building offers spaces like a gym or recreation area, waiving costs for at-home agents could be a huge bonus.

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Is social engineering damaging your contact center?

Talkdesk

Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security.