Remove At home agents Remove Enterprise Remove Interactive Voice Response Remove Quality management
article thumbnail

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. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

article thumbnail

Contact Centers’ Road Map to Success in the New Normal

DMG Consulting

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. Companies also need to rethink workplace requirements, specifically which functions must be performed by office staff and which can be done by at-home employees.