The Outbound Engagement Playbook

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What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility. Most companies manage their

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How Long Hold Times Affect Your CX – US

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What if, even though you were ready to read this introduction, you were asked to wait for a minute? What if you had to wait two minutes? You’d be frustrated, right? Or even worse, you might give up completely. Hold times are a disruption. For customers, hold times can be an infuriating part of trying

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Avoiding the Pitfalls in Enabling Remote Agents

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How can agents stay productive while working remotely? Remote work has quickly gone from a trend to a necessity, and the speed of this shift has hit the contact center particularly hard. How can you provide your customers with the same level of support they’ve come to expect, regardless of what is happening at the

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Contact Center Disaster Recovery and Business Continuity

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Communication is often considered the lifeblood of business. However, many business functions can continue without phones. This is not the case with a contact center. If a disaster takes down the calling capabilities and other communication channels used by agents, the contact center grinds to a halt. The damage this downtime can cause to the

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Managing Work From Home Contact Center Agents

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As your organization navigates potential emergency situations that force agents to work remotely, RingCentral is uniquely positioned to help you continue to work as a team to serve your customers even while they are working from home.

Service From Home Without Missing a Beat

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How enabling agents to work from home can not only get you through a disaster or a pandemic, but can also improve your overall customer experience and agent performance.

Master Class: Examples of Virtual Call Centers Doing it Right

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A virtual contact center maintains the same goals and operations of a traditional call center, but uses virtual contact center software to allow agents to work from multiple locations. Customer service representatives who work as virtual agents often work from a home office, co-working space, or temporary workspace, such as coffee shops. But does it

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Master Class: Remote Support Strategies You Can Implement Right Now

By  | September 10, 2020 | Comments Off on Master Class: Remote Support Strategies You Can Implement Right Now  comments 

Equipping your contact center agents to become remote workers requires more than just providing a remote access solution, but you won’t need incredibly advanced strategies to succeed. We’ve outlined several tips for providing remote customer support from your contact center. Whether you’re considering a work-from-home option or want to improve your current remote operations, these

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Master Class: How to Transition Your Company to Remote Agents

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Remote work is now more important than ever. As isolation, social distancing, and COVID-19 quarantines are keeping people at home, your contact center now relies on remote working to maintain operations. If you’re debating on moving to remote agents full time, here are some steps to help make the transition as seamless as possible.

Master Class: How to Manage a Remote Call Center Team

By  | September 10, 2020 | Comments Off on Master Class: How to Manage a Remote Call Center Team  comments 

There are endless benefits to implementing remote call centers, but the transition does present some challenges. One of the common concerns businesses have when moving to a remote operation is how they can maintain effective agent management when their customer service team is spread across multiple locations. By using these call center management tips, you

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