Upstream Works

MAY 27, 2021

A key lesson learned from 2020 was validation for the cloud to support any deployment scenario. Not only did cloud solutions enable contact centers to modernize their capabilities, but it also supported home-based agents. During the pandemic, working from home (WFH) become a necessity for many businesses.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Skybridge

MAY 10, 2022

For North American brands and the customer care teams who support them, 2020 launched a period of upheaval, unforeseen challenges, and wildly fluctuating consumer needs. But the truth is, a handful of customer care leaders were ready for 2020. Hiring models for high-performing at-home agents and supervisors had long been developed.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

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.

Contact Center 101

Contact Center Call Center At home agents Education 101

VocalCom

JUNE 22, 2020

Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability. Agents need technologies that help them be productive while working from home.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Altivon

JUNE 13, 2020

Of the contact centers surveyed in 2019, 43% allowed at least some of their agents to work from home, while 57% either had made the firm decision to not offer remote work options at all, were in the process of evaluating remote work, or hadn’t made any moves one way or the other.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Cisco - Contact Center

SEPTEMBER 3, 2020

In the case of contact centers, companies have also learned to place their agents in multiple locations so that calls can be routed to another contact center site with minimal impact to service when unfortunate situations arise. The things we cannot change. For all the things we could control in this situation, we found solutions.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

DMG Consulting

APRIL 20, 2020

April 2020. In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and agents from the office to work from home.

Contact Center 62

Contact Center Government Cloud contact Quality management 62

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Workforce Management (WFM) has come to mean so much more in 2020. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.

Management 52

Management Schedule adherence Gamification At home agents 52

DMG Consulting

APRIL 6, 2022

These results, which provide insight into the work location flexibility that enterprise and contact center executives are going to give their employees in 2022, are well aligned with the results of a similar question that DMG asked of our worldwide audience of leaders at the end of 2020, when there was still hope the pandemic would end sooner.

Real estate 62

Real estate Contact Center Enterprise Surveys 62

Skybridge

APRIL 15, 2020

If you would like to know more about how Skybridge Americas can help you transition your call center from an on-site operation to one that is fully staffed with at-home agents, please reach out. by Carsten Lund Pedersen and Thomas Ritter, April 10, 2020. We would love to talk. Preparing Your Business for a Post-Pandemic World.

At home agents 52

At home agents Call Center Customer Care Marketing 52

CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? During the COVID surge of 2020, the primary focus for BPOs was a rapid shift to work-at-home with a massive investment in remote architecture, training, systems, security, and agent collaboration tools.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Serenova

OCTOBER 7, 2020

Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-home agents.” But that seems to be changing.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

Xaqt

JUNE 1, 2020

Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. COVID-19 changed the entire industry in an instant.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Outsource Consultants

DECEMBER 14, 2020

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?

outsourcing 128

outsourcing Contact Center At home agents Call Center 128

Outsource Consultants

JUNE 1, 2020

For the call center industry, it’s becoming apparent that the at-home agent model is here to stay. The at-home-agent model is the most functional approach during uncertain times, safeguarding services from the impact of pandemics, weather, traffic, and unforeseen issues with on-site facilities. Need to go remote in 2020?

At home agents 76

At home agents Gamification Call Center Consulting 76