How to Transform Your Contact Center in the Remote Work Era

Presented by

Ian Jacobs, Max Ball, And Erik Linask

About this talk

Working from home has become the new norm and providing business continuity across your customer service organization is crucial to your bottom line. If your contact center is not prepared with the right tools, processes, and agent support to work from home, you may be putting your company's revenue at risk. Join, our guest, Ian Jacobs, Principal Analyst, from Forrester Research, as he breaks down the right way to move your company’s contact center to a WFH agent model today, what strategies you can implement, and benefits of continuing WFH agents in the future: * Planning your transition: using a cloud-based contact center platform to maintain business continuity as you enable WFH agents. * Managing your operations: providing admins and supervisors with the tools they need to monitor WFH agents and make changes without needing IT help. * Looking forward: reducing cost and improving productivity with a remote contact center.

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