Contact Center Pipeline

SEPTEMBER 17, 2020

The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents. You scrambled and had little choice. Take advantage of the […].

At home agents 237

At home agents Virtual Agent Contact Center Call Center 237

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

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. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

SEPTEMBER 20, 2021

Contact Centers’ Road Map to Success in the New Normal. May 25, 2021 Donna Fluss. View this article on the publisher’s website. It’s been a difficult but in some ways awe-inspiring 15 months, a period in which the world has experienced extraordinary difficulties and upheaval.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52