Technology to Support Remote Call Center Agents

My Post - 2020-03-17T102715.216.pngThe old adage holds true: Necessity is the mother of invention.

With growing concern over COVID-19, also known as Coronavirus, many organizations have been forced to consider alternative operational configurations to safeguard both their employees and the integrity of their services.

With global uncertainty likely to increase, call center leaders will be tasked with the same exercise — discovering creative solutions amidst an ever-changing medical dilemma.

The Centers for Disease Control and Prevention (CDC) currently recommends social distancing and limiting close contact with others as a main precaution to prevent the spread of the illness.

Luckily, call centers are uniquely equipped for pain-free migration to at-home models with technology built to support remote contact centers.

The Benefits of an At-Home Call Center Model 

Regardless if you’re compelled to consider an at-home model due to emerging medical concerns or business-related circumstances, there are many worthwhile advantages.

Better redundancy

Thanks to the proliferation of digital connectivity, including cloud-based collaboration and process tools, at-home agent models offer high redundancy rates, which would be nearly impossible to replicate across a traditional brick-and-mortar model without breaking the bank.

A distributed team of remote agents allows for scalable failover and outage contingencies that go well beyond what’s possible from a single, localized contact center operation.

Greater talent pool

By expanding your reach beyond your corporate address, you’ll be opening the door to a community of qualified agents across secondary and tertiary locales that you would otherwise miss.

Leveraging remote agents will also allow you to optimize for other organizational priorities, offering you more flexibility beyond a proximity-fixed marketplace. Business leaders can use remote agents to: – Read more

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The Cloud Technology You Need to Support Non-Agent Staff

My Post - 2020-03-03T155133.617.pngHow much of your technology investment is devoted to helping your agents? Most, if not all, I would bet.

Don’t worry if all your technology advantages empower your agents— it’s an important focus for any call center trying to deliver exceptional customer experiences.

We’ve even covered how enabling agents with technology is a vital pursuit. 

But, if you set high demands on your non-agent staff, you need to empower them with technology to get the job done right. From managers to analysts, and quality teams to trainers, call center leaders need to do more to help the ones that help our agents.

Here are a few ideas on how to equip your non-agent staff with cloud solutions that can drive better outcomes in your organization:


It’s easy to forget how much rests on the shoulders of our call center managers. While agents serve as the front line to customer experience, managers are responsible for the outcomes behind the scenes as well.

Modern managers must build a positive work culture, motivate individuals to succeed, manage operations, and guide the technology roadmap for the entire call center. And, with so many call centers shifting from cost centers to revenue generators, managers must justify every investment.

Further, the gap between companies that say they deliver exceptional service (80 percent) and the customers who agree (8 percent) represents a huge “delivery gap” managers must overcome, according to Bain & Company:

But what technology can managers leverage to impact their call center?

Cloud tools that harness business intelligence (BI) are quickly becoming the most impactful solutions to increase efficiency and boost ROI.

By helping to highlight key metrics across a call center, cloud BI tools give managers deeper insights that can pinpoint areas needing more attention.

BI tools can monitor agent performance, such as CSAT scores, hold times, or average call resolution, to help managers quickly intervene if agents are struggling and target necessary training.

Managers can also look to BI tools to support agent utilization, as call volume trends can be forecasted and refined to make data-informed staffing decisions when integrated into a quality WFM platform.

BI insights can even help managers drive at shared goals, such as gamification to see which agents close the most tickets or achieve the highest customer experience ratings in a given quarter.

Every manager is tasked with a handful of benchmarks to hit — and business intelligence solutions in the cloud can help refine a manager’s strategy for achieving their goals — no matter what they are.


Many QA and QM teams have upgraded their current quality management suite to the cloud — and they’re driving quick results.

By integrating with emerging cloud technologies, call centers can build quality monitoring programs that rapidly improve customer experience. – Read more

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