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News : Many Contact Center Leaders Do Not Want to Keep Agents Remote Despite Recent Business Benefits

#contactcenterworld, @livevox

San Francisco, CA, USA, July 27, 2021 -- LiveVox Holdings, Inc. ("LiveVox" or the "Company"), a cloud-based provider of customer service and digital engagement tools, has released the second edition of its LiveVox Work from Home Report, entitled, "The Remote Tipping Point."

Overall, this year’s report found that there is a push by management to return to contact centers, but capabilities now found in the cloud and advanced technologies, like artificial intelligence ("AI"), have shown that a hybrid model can accommodate remote agents and improve contact center productivity. For this report, LiveVox interviewed over 300 contact center executives across North America, in more than five industries, to understand the challenges and successes they experienced while working from home. All participants in the survey directly oversaw customer service and contact center operations for their organizations.

As the title of the report suggests, the contact center industry has reached a tipping point when it comes to the future of work. While some organizations have decided to remain remote indefinitely others are leaning toward a full return to the contact center for agents, in spite of demonstrated remote agent performance gains. For example, compared to last year, there was a 50% reduction in the number of contact center decision makers planning to keep at least a quarter of their workforce remote. All organizations can be aided by the many innovative workforce optimization and AI solutions, like LiveVox’s AI-enabled chatbots and speech analytics that can enhance productivity, foster a sense of agent community, and also help mitigate security and compliance risks.

"The global shutdown showed us that a remote workforce is a viable option for many industries and, in the case of contact centers, can improve the employee experience. However, a 100 percent remote future isn’t a viable option for every organization," said LiveVox CEO Louis Summe. "Technology, however, is the answer to ensure the positives we’ve seen from work from home continue in the future. Our report showed us that the organizations who embraced technology and were prepared with a cloud infrastructure performed better during the shutdown."

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Key takeaways from the report include:

75% of respondents experienced increased contact volumes on all channels, with 20% reporting a dramatic increase of over 50% compared to last year

30% of contact center decision-makers still plan to keep a percentage of their workforce remote, down from 60% last year

49% felt that the biggest benefit to working from home has been the ability to provide agents greater flexibility

48% surveyed saw no change to agent attrition as a result of the shift, while 30% experienced a combination of high agent turnover, layoffs, or hiring freezes

The most commonly adopted new communications channel during work from home was Webchat (24% of respondents adopted the technology)

36% of survey participants reported a positive relationship between working remotely and improved speed to answer for agents.

"Beyond the technology implications, our report showed that contact centers should focus on improving coaching and monitoring tools to ensure that both agents and their managers are set up for success, regardless of whether or not agents are remote. eLearning and Speech Analytics proved to be key pieces to reducing agent monitoring issues – a central challenge for managers," continued Summe. "The right investments in remote coaching and monitoring provide contact centers with flexibility, opening the door to new opportunities for satisfying workforces and improving customer service."

#contactcenterworld, @livevox

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About LiveVox:
Company LogoLiveVox is a provider of hosted dialer solutions for the credit and collections industry. Patented technology and industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at a low cost of ownership. LiveVox is headquartered in San Francisco.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, July 28, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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