Automation: The Contact Center’s Grocer

One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.

Virtual Contact Centers Technology Artificial Intelligence

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.

Virtual Contact Centers Technology Staffing COVID-19 Remote Work Remote Work Technology

Maintaining Customer Support in a Crisis

In less than a week, we went from most of our teams handling calls in one of our brick-and-mortar sites to 91% of our contact center base working remotely.

Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations

Building a Sustainable Strategy for Remote Agents

Given the dynamic environment that contact centers now find themselves in, adaptability and flexibility have never been more important.

Operations Collaboration Virtual Contact Centers COVID-19 Remote Work Remote Work Operations

AI Infused Report