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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

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

Cisco - Contact Center

SEPTEMBER 3, 2020

For example, agents’ calls are unable to be recorded, supervisors cannot monitor agents’ calls in progress, and VoIP cannot be used in India due to the country’s telecommunications regulations. However, we needed a different approach that does not have some of the challenges that UMA brings.

Contact Center

Contact Center Telecommunications Wireless At home agents

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

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

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