Latest Contact Center Best Practices

Jul 22

Are walls truly falling in the contact center space?

Posted by Rachel Brink on Jul 22, 2016 10:59:40 AM
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As the technology used to power contact centers has become more advanced, organizations around the globe are beginning to form a less rigid definition of “center”, enabling a large percentage of their agents to work remotely, or “work from home”. They are also increasingly relying on multiple sites for their customer engagement initiatives. In fact, just a short twelve months back, 53% of respondents managed customer engagements through one or zero contact center, a number that has since fallen to 51%, and is predicted to shrink to 39% in twelve months. Interestingly enough, the number of contact centers with more than five locations is steadily decreasing—while 16% had more than five locations twelve months ago, only 14% do I the present, and only 13% will in twelve months. The sweet spot appears to be in the 2-5 range.

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Topics: call center, contact center, remote agents, work from home, call center agent

Apr 24

Why the "Virtual Agent" is the face of the new workforce

Posted by Kristen Braun on Apr 24, 2015 8:52:00 AM

Who wouldn’t rather report to work in their pajamas with their alma mater coffee mug steaming at their side? Sign me up! With virtual meetings, increased internet speeds, and web based programming, companies are embracing the idea of “virtual” agents more and more. From the employee standpoint, this form of work is an ideal situation, but what are the benefits to the employer, and how do you manage oversight of such an operation?

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Topics: remote agents, work from home, at-home agents, virtual agents

May 09

Cloud-Based Contact Centers Mean Agents Can Work Happily from Home

Posted by Madeleine Coe on May 9, 2013 3:00:00 PM

It’s a rainy day in the DC Metro area. The sky is grey and rain droplets ping off windows as cars splash murky puddles up onto the sidewalks.

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Topics: contact center software, call center, cloud based solution, remote agents, work from home