Up until very recently, the majority of US contact centers worked in a traditional, centralized model, with 13% of agents working remotely at home on a permanent basis. Faced with the challenges of continuing to run contact centers in an environment decimated by COVID-19, many businesses are urgently implementing business continuity plans which often involve remote working. This report aims to show how to do this effectively.
Remote Contact Center Workforce (Webinar) | Cloud Call Center Software
Building a strong company culture with your mobile agents is within reach — with the help of some top-tier strategies, tips and techniques. In this webinar, you’ll learn the ins and outs of building and scaling a world-class team of remote agents. Jill Blankenship, CEO of Frontline Group discusses how to harness the power of a virtual workforce, using tools and techniques to capture data, measuring and improving KPIs and managing teams spread across multiple locations.
NICE inContact Disaster Recovery Capabilities
NICE inContact CXone provides enterprise level failover and redundancy capabilities to keep your business going, along with scalability features to allow quick response to any situation.
The Work-at-home agent
This paper discusses benefits and options for adopting a home-based agent model. Many factors contribute to the desire for businesses to invest in a work-at-home program including higher agent productivity, reduced attrition, broader talent pool, lower operational costs and response preparedness.