Tagged: at-home agents

Stand Up To Cancer – How it All Works

By Mayur Anadkat, VP Product Marketing

One in two men & one in three women in the U.S. will be diagnosed with cancer in their lifetime.

That is a statistic that cannot be ignored. More often than not, people can relate to cancer in some form or another. Everyone has a reason to give back.

Stand Up To Cancer (SU2C) is initiating the acceleration in innovative cancer research to bring new treatments to patients faster, and saving lives now. Tonight (Friday, Sept 9 at 8|7c) this amazing organization is hosting a live, commercial-free fundraising telecast to support cancer research with Tom Hanks as host. To call this event massive is an understatement. The results are groundbreaking as everyone, including celebrities such as Elton John, George Clooney, and Bradley Cooper to name a few, get behind this, act as agents to take pledges and support the mission that all cancer patients become cancer survivors.

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The Rise of Remote Contact Center Agents

By Mayur Anadkat

More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.

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future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 3)

by Liz Osborn, vice president of product and solution marketing at Five9

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.

Catch up on part 1 and part 2 to read trends 1 through 3.

Here are trends #4 & #5:
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Onboarding Contact Center Agents: DAY ONE [CHECKLIST]

Not all agents are created equal; some new arrivals are beginning their careers, while others may be experienced agents. You’re going to onboard them differently, of course-but probably not on the first day.

Why is onboarding such a big deal?

Getting agents off to the right start has many advantages: Continue reading

Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:


4 Ways Cloud Technology Helps Contact Centers Leverage Quality Talent, Anywhere


Great agents are everywhere. Well, almost. And that’s important, because, not long ago, the only good candidate was a local one. Contact centers were places where agents came to work–the work couldn’t come to them.

Today, technology advances have changed all that Continue reading

The Work-at-Home Agent Revolution


Today, when a consumer calls a company to buy a product, report a problem or request service, that call is being taken by an agent who more than likely is not sitting in a brick-and-mortar contact center, rather, that agent is wearing sweats and slippers while sitting in the comfort of their own home. Continue reading

Why the Next Call Center Agent You Speak to May Be Wearing Pajamas

CCTR_AgentParts of this post were originally posted on WIRED Innovation Insights in a two part series here and here.

On a warm spring evening, Colleen tucked her two young children into bed, and prepared to go back to work for the second time of the day. Thankfully, she didn’t have to get dressed and drive to an office to get down to business. She simply turned on her computer, put on her headset and began taking calls for her job as a contact center agent. Colleen is one of a growing number of “virtual agents” who work from home.

Colleen’s story is just one example of how remote work is taking off. Contact centers are racing to deploy work-at-home programs in an effort to hire and retain more qualified staff, reduce real-estate costs and improve agent productivity. Plus, the adoption of mobile, social and cloud technologies is accelerating the move toward remote work. Continue reading

Work-at-home Agents Can Save the Bacon for Airlines Dealing with Bad Weather

APphoto_Winter Weather

The weather conditions this winter have caused airlines to delay thousands of flights, and as a result, their contact centers experienced a huge influx of calls. Additionally, many airline customer service agents could not physically get to work due to the weather. A shortage of agents combined with increased call volumes resulted in unbearably long wait times and horrible customer experiences. Continue reading