Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

SharpenCX

JULY 23, 2020

Contact centers are no longer confined to those windowless rooms with cubicles. With the rise in virtual and cloud contact centers, we’re seeing more companies managing agents who work in separate buildings, cities, states, or even countries. They’re no longer bound by the same geographic restrictions.

Contact Center 101

Contact Center Call Center Education At home agents 101

DMG Consulting

APRIL 20, 2020

Having managed call and contact centers through a couple of wars, many natural disasters and an epidemic, I have witnessed front-line staff becoming free psychological counselors, as customers are prone to share their thoughts and experiences when they reach out to address a business issue. Hope you can join me.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

Serenova

JUNE 6, 2019

Despite growing adoption , many contact center leaders still are moving forward cautiously as they work through risk versus benefit of the cloud. The panel addressed these three key benefits of cloud contact centers, all of which directly and positively affect CX: Security. Support and Collaboration of Remote Agents.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40