Implementing an effective remote workforce that is just as productive as traditional, on-premise teams can be tricky. A remote workforce presents unique challenges and hurdles that CX leaders and contact center managers have to overcome to provide great, seamless customer experience.

CX experts from VIPdesk and Bright Pattern talk on their top tips for maintaining business continuity and deploying a remote workforce during a pandemic. The webinar features CEO and Founder of VIPdesk, Sally Hurley and SVP of Marketing at Bright Pattern, Ted Hunting. The webinar will teach you how to protect your agents, select a platform for deploying a remote workforce, and handle either a dip or spike in call volume.

Forrester is predicting an increase from 9 to 11 average channels supported in a contact center, driven largely by new channels like bots and messengers (e.g., Facebook Messenger, LINE, Telegram, etc.). Yet Gartner’s Gene Alvarez is predicting that many will fail. Fifty-three percent of the 3,000 respondents to a survey conducted in late 2017 […]Continue reading