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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