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

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

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

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

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

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