A greater focus on customer experience is driving businesses into a new era for contact centers— where global teams of agents are empowered by technology to maximize their productivity, delight customers, and create competitive differentiation.
The contact center is often the first or most urgent of your customer touch points, serving as a 24/7 global face and voice of the company. As such, businesses are increasingly finding ways to incorporate contact centers into the larger customer experience—transforming them into profit centers and ensuring they reflect the company’s values, messaging, and commitment to service.
To effectively and securely meet these needs, businesses are employing fast-growing global fleets of both centralized and remote workers. However, this paradigm shift has raised several challenging technology questions for contact center leaders, such as: How do I rapidly enable my agents to work from home effectively? How do I quickly onboard new agents to meet unprecedented spikes in call volume? How do I maintain compliance with government regulations and security best practices from a remote environment?