The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with...
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
COVID-Era Phone Fraud Demands Omnichannel Response
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems....
Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces
Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles.
As his call ended, I approached. Noting...
The Sustainable Work-From-Home Contact Center: Deliver Contextual Knowledge and Conversational Guidance
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
The Sustainable Work-From-Home Contact Center: Give Supervisors Simplified Insights and Easy Access to QM...
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
Creating a Sustainable Work-From-Home Contact Center
The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some early stumbles among companies that had no previous remote-work model...
The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when...
The Four Most Important Skills for Leading Hybrid Teams
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications.
As the...
6 Common Sense Practices to Share with Work-at-Home Agents
After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too.
Whatever the workstyle or workspace, an agent needs to be efficient...
Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers
Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home...
Top 3 Failure Points for Work-at-Home Programs
Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers.
Now that home working for contact centers is moving into the...
Evolving Challenges Require Evolving Solutions
Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital...
When Contact Changes: Five Tips for Transitioning to Remote Contact Centers
Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in close contact with customers and prospects regarding their contact center...
The New World for Contact Centers May Be Where We Were Already Headed
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents...
The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
On-Trend: At-home Agents
You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less...
Moving Contact Center Agents Home for the Long-Term
2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are...
Tips for Onboarding New-Hires Remotely
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime...
Building a Sustainable Strategy for Remote Agents
The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health...
