At home agents, Events, Interactive Voice Response and voip

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At home agents

Events

Interactive Voice Response

voip

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

APRIL 30, 2020

Most contact centers were unprepared for the magnitude of the shift to work from home and scrambled to take steps to set their agents up with technology and secure VoIP infrastructure at home. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center

Contact Center Banking Government At home agents

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. At the same time, Voice-over-Internet Protocol (VOIP) emerged as viable technology.

Virtual Agent

Virtual Agent outsourcing Call Center Real estate

Customer Contact Central

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

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