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60-Day Plan: Practical Upgrades for Your Remote Contact Center

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands.

During this recently recorded conversation, Roger Lee, VP of Customer Success at Gridspace, shared practical tips for how software can solve these problems in less than 60 days, e.g.,

*Automating internet and audio quality checks for remote agents
*Streamlining agent evaluations with real-time dashboards
*Authenticating customers and agents with voice biometrics
*Monitoring calls for trends and KPIs in real time
*Providing data-driven coaching in live calls

For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come.
Recorded Jul 1 2020 52 mins
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Presented by
Roger Lee, VP Customer Success, Gridspace
Presentation preview: 60-Day Plan: Practical Upgrades for Your Remote Contact Center

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: 60-Day Plan: Practical Upgrades for Your Remote Contact Center
  • Live at: Jul 1 2020 6:00 pm
  • Presented by: Roger Lee, VP Customer Success, Gridspace
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