The remote work era has introduced new cybersecurity challenges and as more customer service agents continue to work from home (WFH), protecting your customers’ sensitive data has never been more crucial.
Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?
Cybersecurity professionals had little time to plan during the rapid and unforeseen shift to remote work environments. From spear-phishing emails to malicious websites, cyber criminals are taking advantage of remote employees’ anxieties about the pandemic and using the disruption to steal personal information.
As contact centers move into a new decade, they cannot afford to ignore emerging technologies that can help them slide past the competition. In the new world of digital transformation and cloud-based solutions, workforce optimization is a tool that contact centers have to consider to stay competitive.
The gig economy is really intriguing to me. Being able to turn work on and off at my leisure. Working when I feel the most creative or productive. One positive thing about the pandemic is that it’s accelerated telecommunication solutions - making it possible for many people to work when they weren’t able to before.
Now more than ever, companies are adapting or preparing their call centers to go remote. Many who explore this new territory are finding unexpected benefits of having a remote workforce, like cost savings, better employee schedule adherence, and broader talent acquisition.
Business continuity is a priority as we return to the office, which is why we have worked jointly with ServiceNow to provide a proactive system for notification to ensure business longevity.
In light of the COVID-19 pandemic, many businesses realized that were not prepared for any disruptions to normal workflows. However, the ones who had business continuity plans (BCP) in place were able to quickly conduct operations outside of their normal parameters.
For a lot of people, work from home sounds like a dream. Roll out of bed, put on slippers, grab the coffee and the laptop and just sit in sweats on the couch all day? Who wouldn’t want that?
Over the last two months, we have all experienced a sea change in the way we work and how we communicate with those around us. We are living in a world where we feel comfortable standing six feet apart and where Zoom is no longer a board room brand but is now a generic household name that our parents and kids are using.
