As contact centers move into a new decade, they cannot afford to ignore emerging technologies that can help them slide past the competition. In the new world of digital transformation and cloud-based solutions, workforce optimization is a tool that contact centers have to consider to stay competitive.
Business continuity is a priority as we return to the office, which is why we have worked jointly with ServiceNow to provide a proactive system for notification to ensure business longevity.
In light of the COVID-19 pandemic, many businesses realized that were not prepared for any disruptions to normal workflows. However, the ones who had business continuity plans (BCP) in place were able to quickly conduct operations outside of their normal parameters.
Prior to the global pandemic, working from home was often viewed as a luxury or a work perk. It has allowed employees to avoid sitting for hours in traffic and has enhanced work-life-flexibility. From the business perspective, companies also benefited from this “work perk” by having access to a larger talent pool and reducing real-estate costs. Thanks to cloud technology, the work environment is no longer confined to a single location.
In all of the uncertainty of 2008, one company found their solution to cutting costs. A remote workforce. Poly has been perfecting this new normal for over a decade now.
As a remote worker, I have always conducted most of my meetings from my home office. With years of expertise of video meetings going unexpectedly awry and how to handle these moments, today I am sharing a few stories of how to manage these inevitabilities – and perhaps a few laughs too!
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.
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.
