Remove call center workforce Remove Coaching Remove Morale Remove Service level
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Are Remote Agents the Future of Contact Centers?

Monet Software

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The pandemic forced companies to try remote call center agents.

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Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. This is an effective means to slowing turn around and improving productivity by boasting morale.