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This rise of at-homeagents, coupled with an increase in new contact center agents, has raised concerns over information security. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals.
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