Calltools

MARCH 8, 2023

These providers might also offer an omnichannel cloud-based solution (known as Unified Communication as a Service, or UCaaS), allowing your team to communicate via methods such as video conferencing, enterprise messaging, and presence technology. That’s because communications sound the same as traditional phone systems.

Interactive Voice Response 98

Interactive Voice Response voip Call Center At home agents 98

DMG Consulting

APRIL 1, 2021

Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they have the right number of resources with the necessary skills to respond to the projected volume of interactions.

Management 67

Management At home agents Contact Center Self service 67

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

Consulting 62

Consulting Consulting Contact Center Marketing 62

DMG Consulting

JANUARY 10, 2022

Organizations that want to realize the benefits of the digital channels and self-service solutions that their customers increasingly prefer need to enhance both the customer and agent experience. It’s time for many of these WFO/WEM applications to become standard employee productivity and engagement tools.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Nuance

APRIL 7, 2020

With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or [.] The post How biometrics can keep fraudsters at bay appeared first on What’s next. This is a summary.

At home agents 52

At home agents Call Center Enterprise 52

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. Calabrio’s scores led each of these categories.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

Skybridge

JULY 21, 2020

I would add a 6 th one: Decentralized Call Centers Staffed with At-Home Agents. If you would like to know more about how Skybridge Americas can help you deliver superior customer experience with high performing teams of at-home agents, please reach out. You can read the entire article below. We would love to talk!

At home agents 52

At home agents Wireless Government Contact Center 52

DMG Consulting

APRIL 6, 2022

As if the pandemic weren’t challenging enough, the Great Resignation, driven in large part by the pandemic, has added another layer of complexity to enterprise planning, including the decision about where employees will work – on-site, at home, or hybrid—during the next year. This chart shows that 11.3

Real estate 62

Real estate Contact Center Enterprise Surveys 62

pindrop

APRIL 30, 2020

Pindrop , an enterprise voice security company, works with eight of the top 10 banks, three of the top five brokerages, and five of the top seven life insurers. By the later stages we are seeing enterprise contact center call volumes jump over 1,000% from normal levels. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center 75

Contact Center Banking Government At home agents 75

NICE inContact

DECEMBER 9, 2015

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Cisco - Contact Center

SEPTEMBER 3, 2020

Like most other global enterprises, Cisco’s BCP targeted three main areas – outages, natural disasters, and other impacts to the environment. Within 3 days, we modified our VPN solution to meet the new requirement that at-home agents connect through VPN using static IP addresses. Devising a plan when no plan existed.

Contact Center 60

Contact Center Telecommunications Wireless At home agents 60

Global Response

OCTOBER 26, 2022

Virtual, or utilizing “at-home” agents. It is important to understand the resiliency and diversity of the outsourced contact center’s IT enterprise infrastructure and the services they provide. There are three primary options when partnering with an external provider: Internal, or inside your own four walls.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Talkdesk

MARCH 14, 2018

These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. 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

DMG Consulting

SEPTEMBER 20, 2021

Enterprises need to review and update their digital transformation strategies and plans to incorporate new approaches driven by the pandemic. The pandemic has altered the global business environment in a lasting way, though most of the changes would have occurred eventually, albeit slower.

Contact Center 48

Contact Center Real estate Self service Enterprise 48

CustomerServ

DECEMBER 16, 2022

Throughout 2022 and into 2023, more brands are asking their BPOs to move agents back in-center, or at least move to a 60/40 or 70/30 in-center vs. remote hybrid. And we’re seeing more interest in tethered staffing for work-at-home—agents working at home but in geographic proximity to a physical site.

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Sykes

APRIL 29, 2020

Speed of Transfer: Our home-based solution can ramp up quickly — a geographically unlimited network of agents, innovative workforce management platform and dedicated tech support teams enable strategic scalability, even in reactive situations.

Government 52

Government Customer Care Enterprise At home agents 52

Sykes

APRIL 29, 2020

Speed of Transfer: Our home-based solution can ramp up quickly — a geographically unlimited network of agents, innovative workforce management platform and dedicated tech support teams enable strategic scalability, even in reactive situations.

Government 52

Government Customer Care Enterprise At home agents 52

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. Related Posts. Jenine Kent. 2018-10-03T15:02:59+00:00. Common Knowledge Base Pitfalls. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Xaqt

JUNE 1, 2020

All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky.

Best practices 140

Best practices Feedback Call Center Coaching 140