Virtual Contact Centers

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



The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?

We need to be extreme in terms of building trust, caring for others, showing genuine empathy during these very challenging times.

Virtual Contact Centers Strategy COVID-19 Remote Work Remote Work Strategy


Working From Home — A Growing Necessity

Even though artificial intelligence has its advantages, it does not have the capacity to show compassion, encouragement or patience to a hurt world.

Virtual Contact Centers People Performance Management COVID-19 Remote Work Remote Work People



On-Trend: At-Home Agents

There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or...

Operations Contingency Planning Virtual Contact Centers COVID-19 Remote Work Remote Work Operations



Creating a Collaborative Virtual Team

Thousands of miles might separate them, but their workforce mindset must be as one to perform in unison.

Operations Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work Operations


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