Remove At home agents Remove Enterprise Remove Government Remove Scripts
article thumbnail

Predictable Outcomes Amidst Unpredictable Times: How Cisco IT kept Contact Center services running from our homes

Cisco - Contact Center

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.

article thumbnail

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

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. However, knowing how to deliver feedback can be tricky.