Cyara
APRIL 30, 2020
One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. Concerns also include home-based agents’ technological environments. This has been accomplished on impossible time tables.
Calltools
MARCH 8, 2023
billion this year, according to Gartner, it’s likely more call center managers will invest in cloud technologies that improve performance and day-to-day operations. Cloud calling is one of these technologies, allowing agents to communicate with prospective and existing customers over the internet instead of a landline.
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Outsource Consultants
AUGUST 3, 2020
In order to best serve your customers, agents need to be ready to answer questions and facilitate processes quickly. Luckily, at-home agents love the flexibility and convenience of working from home. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .
Serenova
JUNE 6, 2019
Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. Is Technology the Answer to Contact Centers’ Biggest Challenges?
Outsource Consultants
MARCH 31, 2022
Better Utilize Technology. We all know that technology has become an essential part of the contact center industry, but we often forget why. The biggest impact made by technology is arguably the ability to reduce the amount of time an agent spends on the line. Champion among automation — Interactive Voice Response or IVR.
Aspect
MARCH 26, 2020
A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” ” They wanted to throttle the amount of calls that route to an agent in their call center. The customer was in favor and immediately made the suggested changes to their IVR.
DMG Consulting
DECEMBER 7, 2020
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.
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