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

DMG Consulting

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.

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Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

In a recent Austin Contact Center Alliance survey, agent recruitment, retention and productivity were cited by members as their top three priorities. The group also had questions related to support and collaboration for remote contact center agents. Is Technology the Answer to Contact Centers’ Biggest Challenges?