Contact Center Home Agent Deployment Tips and Techniques

Contact Center Home Agent Deployment Tips and Techniques

Ross Hartford Ross Hartford | Monday, March 23, 2020

Agents typically work in shifts in a contact center and are physically present in the building to accept interactions.  With the restrictions currently placed on gatherings and to promote employee health, many contact centers are moving to allowing / requiring agents to work from home.

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Making Self-Service Work for your Customers

Making Self-Service Work for your Customers

Mark Pendolino Mark Pendolino | Wednesday, January 29, 2020

A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means “I would like to be assisted“, and a black basket indicates “I would like to shop on my own“. Indicators of the new customer self-service reality.

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