At home agents, Customer Care, Industry and Quality management

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

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.

Consulting

Consulting Consulting Contact Center Marketing

7 Strategies for Embracing the Work From Home (WFH) Call Center

Serenova

OCTOBER 7, 2020

Total contact center conversation volume has i ncreased by around 20 percent from mid-February to March , with the most directly-impacted industries, such as airlines and hotels, experiencing call growth of 96 percent and 130 percent respectively. Leaderboards are great, but nothing can replace 1:1 feedback. But that seems to be changing.

Call Center

Call Center Contact Center virtual call center At home agents

Customer Contact Central

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

7 Strategies for Embracing the Work From Home (WFH) Call Center

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