Back in December, Zoom had 10 million active users. In March, when they launched their Master Agent program? They had 300 million. In 3 months, they ended up with 30 times as many users as they had before Christmas.
Prior to the global pandemic, working from home was often viewed as a luxury or a work perk. It has allowed employees to avoid sitting for hours in traffic and has enhanced work-life-flexibility. From the business perspective, companies also benefited from this “work perk” by having access to a larger talent pool and reducing real-estate costs. Thanks to cloud technology, the work environment is no longer confined to a single location.
For contact centers wanting to expand across EMEA, figuring out how to deliver a seamless customer experience no matter where they are located can be a challenge. Today’s customers expect interactions with agents to be easy, smooth, and well-informed -- and for agents to have quick access to their past interactions to understand the context of their customer journey.
Stay Calm and Try Not to Scream While on Zoom is the title of my new self-help book which I’ve written since being in quarantine. With all the craziness that is going on now, I thought that I would share my work from home experience – illustrating how unglamorous life at home can be and the calm guy that my colleagues see during a Zoom meeting is far from the truly chaotic life that is my house.
In all of the uncertainty of 2008, one company found their solution to cutting costs. A remote workforce. Poly has been perfecting this new normal for over a decade now.
As COVID-19 continues to disrupt industries worldwide and create high pressure for customer service agents, keeping your work-from-home agents engaged and connected with your customers has never been more critical.
As a remote worker, I have always conducted most of my meetings from my home office. With years of expertise of video meetings going unexpectedly awry and how to handle these moments, today I am sharing a few stories of how to manage these inevitabilities – and perhaps a few laughs too!
In the past two weeks, "business as usual" has changed dramatically. In reality, it is "business is unusual." Yet, business continuity within the customer service segment is more critical than ever before.
There is no doubt that the COVID-19 virus is a crisis in which the world has not seen before. In addition to the difficulty world leaders, heath care professional and first responders are facing, there are also immense difficulties in properly servicing customers and enabling service teams.
