Talkdesk
SEPTEMBER 10, 2020
This rise of at-home agents, 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.
SharpenCX
JULY 23, 2020
“We’re all about quality of service, but we also believe our frontline agents must be happy to provide that,” said onPeak’s Senior Director of Operations, John Hunt. This focus on employees translated to a better agent experience and better metrics for onPeak. They no longer have to fight traffic and pay commuting costs.
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Insite Managed Solutions
MAY 23, 2013
Home Agents: Cloud and IP telephony developments have given rise to the virtual call center, and 41% of enterprise contact centers plan on employing work-at-home agents in the near future. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00.
Eckoh
JUNE 19, 2020
8 PCI DSS challenges prohibit you from benefiting from Work-at-Home agents. A 2017 Ponemon Institute survey found that 87% of companies view cyber liability as one of their top ten business risks. Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach. million for larger organizations. #9
Talkdesk
MARCH 14, 2018
Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These tools can be used to manage agents by pinpointing important moments in calls that can be addressed during coaching sessions.
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