Report

The Inner Circle Guide to Contact Center Remote Working Solutions

What this report covers:

  • Data security requirements for remote agents and cloud solutions
  • How to handle remote call center performance and real-time analytics
  • A timescale for cloud technology integration and implementation that allows for scalability and flexibility in remote agent deployment
  • How to reduce your contact center costs with digital self-service channels, website search and recommendations, an FAQ, and chatbot
  • How leveraging AI can speed up case resolution and improve your customer service experience with emotional intelligence

The new contact center reality

  • 71% of agents work from home
  • +60% call abandon since COVID-19
  • 64% of calls could be resolved online
  • 50-60% of calls are due to bad website service

COVID-19 is driving call center transformation

Service organizations have been highly affected by the coronavirus outbreak. The need for cloud-based solutions and successful digital self-service are a necessity more than ever for companies desiring to compete in this economy. This report by Contact Babel, a leading analyst firm for the contact center industry, is based on survey results from 200 American companies and provides an overview of how the industry has adapted to the COVID-19 crisis. Learn how you can leverage cloud-based solutions, data, and AI to reduce friction, increase self-service effectiveness, and boost agent productivity in your contact centers.

Gain business intelligence on the U.S. contact center industry

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