OrecX

MAY 1, 2020

At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels. Most of these individuals are utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof. Live monitoring. Pause/resume.

Management 71

Management voip Telemarketing At home agents 71

pindrop

APRIL 30, 2020

The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.

Contact Center 75

Contact Center Banking Government At home agents 75

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. At the same time, Voice-over-Internet Protocol (VOIP) emerged as viable technology.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52