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Leverage the benefits of at-home agents and create flexible contact centers

Sep 29, 2020 10:27:19 AM / by Jabra posted in Product, Technology

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In 2020, there was worldwide disruption as the Covid-19 pandemic hit, and contact centers everywhere were radically upended by the chaos.

Call centers were forced to close while call volumes skyrocketed, and agents faced increasing call complexity and customer concerns in a time of disruption. Industries like travel and hospitality were overwhelmed, and contact center leaders had two top priorities: keeping agents healthy and business running, at a time when customer service is intrinsically linked to a company’s bottom line.

Current data shows that until the crisis, most contact centers were still traditionally on premise. According to Gartner, 90% of global organizations were using on-premise solutions for their contact centers before Covid-19, with nearly 7 out of 10 customer service agents working from traditional call centers and less than 10% from home. Moving forward, they predict that 71% of contact centers will be remote.

Now, as leaders plan ahead to the recovery phase, the question on everyone’s minds is whether agents will stay home forever. So, let’s look at some of the benefits of flexible agents working from home.

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How to convert your work culture to introduce a remote working policy

Mar 19, 2020 9:30:00 AM / by Jabra posted in Product, Working Smarter, Collaboration, Technology, Working from Home

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An increasing number of businesses are currently working on their digital transformation strategies to make their company more efficient, productive, and scalable.

And yet this approach regularly contradicts and pushes the boundaries for how many organisations operate in reality.

Managers carefully select the best talent by going through a lengthy recruitment process. Once they’ve hired the right candidate, they put them in an office environment where they are statistically interrupted every 11 minutes by endless ‘quick questions’. According to a UC Irvine study, it will then take an employee around 25 minutes to get back to the place they were at before the distraction.

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