Cisco - Contact Center

SEPTEMBER 3, 2020

Like most other global enterprises, Cisco’s BCP targeted three main areas – outages, natural disasters, and other impacts to the environment. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses. Devising a plan when no plan existed.

Contact Center 96

Contact Center Telecommunications Wireless At home agents 96

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. 5 Customer Experience Trends That COVID-19 Is Only Accelerating.

At home agents 52

At home agents Wireless Government Contact Center 52

pindrop

APRIL 30, 2020

While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy , financial instability and an almost overnight change in consumer behavior. . By the later stages we are seeing enterprise contact center call volumes jump over 1,000% from normal levels.

Contact Center 75

Contact Center Banking Government At home agents 75

Sykes

APRIL 29, 2020

With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces.

Government 52

Government Customer Care Enterprise At home agents 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Setup a customer feedback stream for agents.

Best practices 140

Best practices Feedback Call Center Coaching 140