How COVID-19 Exposed the Crucial Need for Call Centers

Posted by 3CLogic on Jun 17, 2020 11:20:55 PM

Voice Remains a Key Part of the Customer Service Value Chain

 

For decades companies have been experimenting with new technologies (chat bots, emails, artificial intelligence) to respond more effectively to customer inquiries. However, if the recent COVID-19 events have revealed anything, it is that sometimes people simply need to talk to a real-life person. This is not only true for the current crisis but extends to any complex, time-sensitive, or personal crisis at any point in time.

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Topics: customer service, call center, work from home, omnichannel, customer service team, cloud call center solution, telephony CRM integration, voice platform, digital workflows, digitaltransformation, COVID19

4 Tips on How to Enable a Work from Home Workforce

Posted by 3CLogic on May 12, 2020 5:00:00 AM

For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.

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Topics: work from home, omnichannel, customer service team, cloud call center solution, ServiceNow, speech analytics, voice platform, digital workflows, digitaltransformation, COVID19, intelligent routing

Are walls truly falling in the contact center space?

Posted by Rachel Brink on Jul 22, 2016 10:59:40 AM

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

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

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