At home agents Cloud contact Contact Center 
Upstream Works
MAY 27, 2021
Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.
Babelforce
MARCH 9, 2022
It’s a win-win for everyone involved – companies providing cloud services are booming and businesses using their services are making enormous savings on operational costs. But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience.
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Outsource Consultants
DECEMBER 14, 2020
In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.
SharpenCX
JULY 23, 2020
Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. . Contact centers are no longer confined to those windowless rooms with cubicles.
NICE inContact
NOVEMBER 8, 2018
That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. So, yes, contact centers who need to staff up to meet holiday demands are going to face some additional challenges this year. Is it getting hot in here? It’s worth thinking about.
Serenova
JUNE 6, 2019
Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. For most contact centers, the cloud means increased security.
VocalCom
JUNE 22, 2020
To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center .
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