The recent health crisis has forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.
The Most Common Work From Home Challenges:
- Agents could no longer request immediate help from their Supervisor and SMEs by raising hand or walking to desk
- Supervisors lost ability to observe, coach, and evaluate Agents by sitting with them
- WFH technology varied by user and IT drowned figuring out how to fix infinitely different configurations, home networks, and ISP issues
Leading Contact Center Software Solution:
A Unified solution that seamlessly unites the Contact Center and the rest of the organization