Insite Managed Solutions

MAY 23, 2013

A recent survey, sponsored by Avaya, shows that 80% of customer service organizations identify customer experience as one of their top two goals. 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.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

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.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40