NICE inContact

FEBRUARY 16, 2016

With these developments we’ve seen the rise of the remote worker, who doesn’t need to make an office appearance to get the same work done. Another common (and not entirely unfounded) issue that people have with a remote workforce is the topic of collaboration and communication.

Transportation 120

Transportation Exercises Conference Communication 120

SaleMove

APRIL 21, 2020

By now, most people are familiar with working remotely and have found themselves in the position where they need to adjust to the new “norms” within their workforce. The post Empowering Your Remote Workforce appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience 52

Prophet

APRIL 28, 2020

Remote teams want a better working experience. The post Optimizing the Remote Workforce Experience appeared first on Brand and Marketing Consultancy | Prophet. Where to start? Almost overnight, the Covid-19 pandemic turned people all over the globe into virtual workers.

Consulting 52

Consulting Brands Data Marketing 52

Enalyzer

APRIL 16, 2020

A remote workforce, especially under these circumstances, has its own challenges that you need to understand and address. Remote working has always been part of Enalyzer’s DNA. Many organizations have the tech and possibility to enable employees to work remotely, however, home offices are not for everyone.

Survey 71

Survey Connections Government Communication 71

Magellan Solutions

APRIL 20, 2020

To contain the spread of the coronavirus (COVID-19) pandemic and to protect their employees from catching the disease, many business owners are now having difficulties managing a remote workforce. This article covers: What is Remote Work? The Difference Between Remote Work, On-Site Work, and Telecommuting.

Management 52

Management How To Communication Tools 52

Forrester's Customer Insights

JULY 14, 2020

In a normal year, only 5% of information workers primarily work from home, but since March 2020 47% of respondents say their organization has transitioned at least half of their workforce to remote work.[1] 1] It […].

Management 65

Management Employee Experience Data 65

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. About the Author.

Management 52

Management Self Service Gamification e-support 52

CSM Magazine

APRIL 9, 2024

Remote work has become the new norm in various industries, and customer support teams are no exception. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.

Tools 64

Tools Call Recording e-support Software 64

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. List address & number of employees for each location) What percent of your workforce is remote/work-at-home? For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Think Customers

MARCH 18, 2020

To help prepare an organization for the shift to an at-home workforce to ensure business continuity and employee health, we’ve outlined key benefits of using home-based contact center agents for some or all of your customer sales and support. Moving work to an at-home model reduces geographical risk of an on-premise contact center.

Contact Center 52

Contact Center Training Meeting Groups 52

Enalyzer

APRIL 16, 2020

A remote workforce, especially under these circumstances, has its own challenges that you need to understand and address. Remote working has always been part of Enalyzer’s DNA. Many organizations have the tech and possibility to enable employees to work remotely, however, home offices are not for everyone.

Survey 52

Survey Employee Engagement Connections Government 52

BlueOcean

JULY 27, 2022

We know a little bit about the trappings and pitfalls of our new work-at-home world, having moved over 90 percent of Blue Ocean’s workforce into a remote environment in response to COVID-19 conditions. Questions abound: What does remote work mean for long-term network management?

Contact Center 156

Contact Center Tips Culture Data 156

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. But by shifting how you manage your team, these issues can be easily resolved.

Tips 117

Tips Customer Service Company Knowledge Base 117

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. More remote employees need more remote support.

Self Service 211

Self Service User Experience Chatbots Consulting 211

Calabrio

OCTOBER 20, 2020

With most companies going remote as of late March, being a cloud-first software company really helped. Cloud also helped our own operations, allowing a smooth transition to remote work. It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics.

Company 207

Company Self Service Government Contact Center 207

Perceptive

AUGUST 24, 2020

At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees. But despite the less than gentle shove into remote work, businesses and employees rose to the occasion. Stunningly.

Culture 53

Culture Trends Employee Experience 53

Calabrio

APRIL 9, 2020

With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative. Simply flip the switch on this new integration for a complete contact center and workforce optimization offering born in the cloud and packaged specifically to tackle work-from-home challenges.

Contact Center 234

Contact Center Financial Meeting Culture 234

Forrester's Customer Insights

JUNE 12, 2020

We’ve pulled together a collection of Forrester's research that will enable our clients to support their remote workforce with the best possible employee experience.

Employee Experience 43

Employee Experience How To Customer Experience Customers 43

NICE inContact

JULY 13, 2020

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term.

Contact Center 159

Contact Center Technology Strategy Trends 159

CSM Magazine

NOVEMBER 22, 2021

Every company has found itself in a much different reality as a result of the present global COVID-19 pandemic, which has driven them into remote work scenarios. With large shifts in the ways of working, we’ve seen most companies have adapted to 100% remote work quite effectively. What is the definition of knowledge management?

Tools 52

Tools Management Culture Training 52

NICE inContact

SEPTEMBER 30, 2019

One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Visual Assistance 5 Use Cases Beyond Remote Support. Implementing visual guidance tools beyond remote support can also help with quality assurance.

Self Service 191

Self Service Training Sales Consumers 191

TechSee

AUGUST 24, 2021

After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often. IT Should Lead the Remote Onboarding Process.

Self Service 109

Self Service Policies Tips Video 109

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

NICE inContact

SEPTEMBER 17, 2020

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues.

Strategy 156

Strategy Company Contact Center Call Center 156

Uniphore

JUNE 16, 2021

51% of executives are considering a remote/hybrid workforce in 2021* 57% Plan to enable a truly digital workforce with end-to-end automation* 57% of call center knowledge base is still accessed manually*. While e-Learning makes more sense for today’s remote agents, it doesn’t solve the basic problems of the classroom.

Contact Center 204

Contact Center Training Call Center How To 204

Calabrio

JUNE 30, 2020

That’s why I’m so excited about Calabrio’s new partnership with UJET, where we’ve combined UJET’s modern customer support capabilities with Calabrio’s leading workforce and customer engagement solutions. Even if delivered by a remote or hybrid workforce. Cloud-based technology enables seamless shifts to remote work when needed.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

TechSee

NOVEMBER 16, 2021

On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. How Visual Assistance is Utilized in a Hybrid Field Service Workforce. Remote expert working with a technician onsite. Pre-dispatch inspection.

Self Service 109

Self Service Technology CRM Video 109

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Effective workforce management is essential for any business.

Self Service 85

Self Service Management Contact Center ROI 85

Calabrio

OCTOBER 20, 2020

With most companies going remote as of late March, being a cloud-first software company really helped. Cloud also helped our own operations, allowing a smooth transition to remote work. It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics.

Company 130

Company Self Service Government Contact Center 130

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits.

Leadership 94

Leadership Transportation Culture Contact Center 94

BlueOcean

NOVEMBER 28, 2022

I was dying to know how he approaches his virtual trainings and how he manages to leap off the screen into people’s remote lives with such ease. It’s no easy feat to reach your entire workforce in that way, especially when you consider the cultural divides that can occur with employees across Panama, Kenya, and India.

Training 156

Training Contact Center Healthcare Conference 156

TechSee

JUNE 2, 2020

Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. Because technicians are an aging workforce, this important knowledge is often lost when they retire.

Knowledge Base 109

Knowledge Base Training Groups Report 109

Playvox

JANUARY 12, 2023

Adding remote work or a hybrid setup to the mix can make things even tougher. Why Agents Want To Work Remotely — And Why You Should Let Them. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

Contact Center 69

Contact Center Metrics Study eBook 69

TechSee

FEBRUARY 14, 2022

Considering the widening k nowledge gap in field services between the retiring experts and the next generation of technicians who have less experience, finding the skilled workforce to carry out the 5G rollout is not simple. Remote Help. Unsure how to fix it, he contacts a remote expert for help. Report Summaries.

Technology 109

Technology Self Service Wireless Telecommunications 109

Calabrio

JUNE 1, 2020

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc.

Contact Center 191

Contact Center Video Feedback Management 191