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An estimated 60% – 80% of contact center agents are currently working at home, and at least 30% of those agents are expected to remain working from home even after there is a vaccine for COVID-19.

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.

Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.

Enterprises are under constant pressure to keep pace with evolving customer expectations, intensifying competition, the need to improve employee experience, and regulatory changes – all of which also results in additional administrative expenses.

Watch and discover how CXone empowers agents, supervisors, and admins to drive efficiency and deliver exceptional customer experiences with a total solution suite. Call center software is not easy. There are tons of little pieces and parts and lots of ways to build it today. For contact center software consider this.

Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

The economic effects of COVID-19 are still being realized, but one that has already become highly apparent is the need for rapid digital transformation and increased business process efficiencies within enterprises spanning all vertical markets. Even as some companies begin to transition back to the office, organizations are more conscious, than ever before, of the importance in assessing their operational efficiency and identifying opportunities to further boost productivity. Ascertaining the precise opportunities to drive improvement and greater return on investment is now a key focus area and challenge to be conquered.