I think it’s safe to say that we are living in an unprecedented time right now and among all the many facets of concerns it brings, business continuity is top of mind for most businesses at the moment. Since there was little-to-no notice of workers having to work remotely, businesses are quickly trying to adopt technology that allows employees to not only work from home but stay engaged within the organization.
For many, working from home for the foreseeable future will be new. Not me. I’ve been working remotely for 12 years. And unlike most home workers, I’m not worried about children and pets noisily wandering into my conference calls. I live alone. Cabin fever and work focus are bigger tickets to me.
With the rise of technology companies, the adoption of working from home or remote workers has increased. Employers are offering their employees the option to work from home on a part-time or full-time basis to combat the heavy competition in the job market – especially here in the Bay Area.
As more companies move their contact centers to the cloud, they find that the technology greatly simplifies setting up at-home agents; all that's required to start taking calls is a computer, a headset, and an Internet connection. This is leading to an explosion in work-at-home agents.
When it comes to staffing with remote agents, your contact center infrastructure can be enabling--or limiting. Cloud solutions are the obvious choice for contact centers that want to leverage the best talent, no matter where it's to be found.
I had the opportunity to speak with Matt Parker, Enterprise Sales Director and Mike Giffin, Solutions Architect at Five9, about a little topic called, ‘Network Connectivity’ – and what it means for the contact center. As a marketer, this isn’t a topic I hear a lot about so when I came up I naturally became interested.
Continuously increasing efficiency in the call center can be a challenge. Consistent efficiency improvement can be obtained with a magic trick – the magic of competition.
In a recent Customer Spotlight Webinar with Teladoc Health, the global virtual care leader, Teladoc presented a couple of pretty staggering customer metrics in their contact center. They are maintaining a more than 97% customer satisfaction (CSAT) rating over the past four years and Net Promoter Score (NPS) of 54.5. So how does this even happen?
