More and more contact centres are likely to be faced with employees needing to work remotely in the coming weeks and months, so having the foundations for true flexible working capabilities will likely prove to be essential to remain competitive, or perhaps even operational. However, any contact centre that wants to successfully weather the coronavirus outbreak will need to enact a shift to cloud telephony as quickly as possible, if they have not already done so. Contact centers especially struggle with how to train, manage, and engage agents properly. Since contact center agents interact with customers daily, it is essential that you create a plan and strategy for keeping at home agents engaged from afar.
Cloud contact centers
can have agents not only in different rooms – but in separate buildings, cities, states, or even different countries. Agents can log in to receive and place calls from: an Internet browser, running a web-based version of the contact center software
; a desktop or laptop computer running a local version; and of course a mobile phone.
Depending on the type of call center Software you operate, you may have seasonal fluctuations and changing call patterns. With remote working, you have the flexibility to schedule your staff as needed making it far easier to manage seasonal peaks. Cloud based contact center software
lets you simply add additional agents on the fly so that they’re up and running in an instant.
Advanced features of Aria’s Cloud Contact Center Solution:
• Complete Contact Center Solution
• Quick start
• Recording Space
• Multi-party Conference
• Agent Log-in / Logout
• Desktop Application for Agent
• Work performance MIS Support
• Incoming / Outgoing / Missed Call Facility
• Caller call history
• 100% conversation Recording
• Preview Dialling
• Call Back Scheduling
• Web Based Dash board for admin & supervisors to monitor
• Agent Live Monitoring & Barge-in
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