Challenged with the new reality of agents working from home, contact centres must be able to handle inbound and outbound contacts using a remote-agent model.

In tandem with the shift to home working there have been spikes in customer calls due to the fact that the environment we live in is filled with stress and thus people crave the ability to engage with other humans who will listen and be empathetic

One of the biggest challenges with an onsite agent model is the agents need to be physically in the building to continue working and now contact centres large and small are being disrupted and forced to switch to agents working off site, so how what have businesses done to overcone these challenges.  Many have added SMS and WhatsApp conversational messaging to ensure that agents can handle more conversations and customers are getting fast and speedy responses. 

This quick-read e-book looks at:

• Importance of contact centres during a crisis
• The beauty of non-voice digital communications
• How to switch from inbound calls to inbound messages
• Reducing inbound call volumes with messaging
• How many messaging conversations can one agent manage?
• Transitioning Agents to Remote Working