Recent mobile technology progress has given us a spirit of freedom and an increased desire to do what we want, when we want and where we want to do it. And, while we tend to associate this digital nomad mentality with Millennials, it is gradually gaining a foothold among all generations across nearly all types of jobs.
Flexible working hours, being able to work away from the office and a better work-life balance…tele-working was first introduced in 1970 in California and has been variously relabelled as e-working, work at home or even homeshoring in the customer experience marketplace - so it is not a new model per se. But, thanks to more effective Information and Communication Technology (ICT) and more secure data, a growing number of businesses are coming around to the idea and recognizing its strategic value.
The model is spreading, mindsets are changing
Around 25 percent of the American working population now work from home, placing the phenomenon firmly in the mainstream and reflecting changes in society’s usages and the way it manages its time.
According to FlexJobs.com , 60 percent of Generation Y consider that they work better from home than in an office and 82 percent express greater loyalty and trust in an employer that allows for more flexible practices. Younger employees are increasingly shunning rigid work organization structures and their lack of creativity. Teleworking challenges this organization by fostering a new mindset and relationship with a company – and with work itself – that is underpinned by trust.
A win-win model
This new managerial culture is increasingly present in big corporations. In fact, 10 percent of Fortune 500 companies already have teleworking arrangements and FlexJobs reported an 11 percent rise in the number of e-working job offers in 2016.
In 2016, Global Workplace Analytics (GWA), international consultants in flexible working practices, reported that businesses could generate annual savings of $11,000 per associate if they allowed half of their workforce to work from home - and associates could save between $2,000 and $7,000 in transportation costs alone.
More flexible hours, shorter commutes, lower transport costs, simpler childcare arrangements, better work-life balance and enhanced productivity – the benefits of having less stressed “Work at home agents” are fairly obvious. And there are no shortage of positive results for companies either: 80 percent of employers report teleworkers are more motivated resulting in better qualified and more loyal associates coupled with lower costs, an average 22 percent rise in productivity and a 2.5 percent increase in working time .
The current success of e-working arrangements is being driven by changing mindsets which are redrawing spatial-temporal boundaries in the world of work and its related management models. However, this logistical and structural transformation would not be possible without technological innovation. When this model is used and applied effectively, it can be a fantastic strategic development and business performance opportunity.
1. What is the strategic thinking behind Sitel’s Work@Home Solutions?
Our aim was to change the ground rules in order to achieve a better fit between the needs of businesses and those of the young associates we hope to retain into the future. We wanted to be at the cutting edge of changing practices and to keep on adapting to change. And our Work at Home mode is exactly that – a change enablement program!
2. What are the key factors that differentiate your Work at Home solution from a more traditional model?
Aside from its solution for dealing with the peak demands that brands have to contend with, Work at Home also factors in the highly specific and local – and sometimes very costly – needs of brands. Without increasing our costs, we are able to work with more loyal associates with specialized skills in terms of languages spoken, expertise and availability because we have removed the constraints linked to employment areas that continue to affect contact centers. Our agents are older, 85 percent have a college degree and 40 percent have had some management experience.
3. What are the risks that still make certain brands reluctant to work with Work at Home and how do you handle this?
While there are many advantages to the teleworking model, there is also a risk of isolation. Our Work at Home’s communication solutions seek to mitigate such risks by favoring direct, rapid and ongoing communication between the company, associates and their colleagues. We are constantly conducting surveys of e-workers and devising initiatives to keep them closely involved. For example, on a day-to-day basis, they stay in touch thanks to gamification modules and are immersed in our corporate culture via interactive communication applications such as chat, video conferencing social media platforms, etc.
Click here to learn more about Sitel’s Work@Home Solutions.
 International platform dedicated all types of flexible jobs
 Source: Working Anytime Anywhere, a research report published jointly by Eurofound and the International Labor Organisation in February 2017.
Publish Date: October 13, 2017
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|3.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|6.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|9.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
|10.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|11.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|13.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|14.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:
*Caller ID reputation
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Poor answering machine detection
Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
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