Top Contact Centre Features to Complement Remote Workforces

Seismic shift in contact centre operations

Now the initial lockdown upheaval’s subsided, we can start to take stock. Here at Kerv (previously Foehn) we saw heroic examples of clients rolling out systems for remote workers in two weeks – feats unimaginable before COVID-19. Clients with cloud-based contact centres had an easier time than their on-premise counterparts, but they still had difficulties to overcome.

When it comes to the technology needed for effective work at home agent adoption, the Frost Radar™ report cites first-rate workforce optimisation tools, flexible deployment options and easier-to-use interfaces. We agree, and so do our clients. The solutions we outline in the white paper, which echo the Frost Radar™ findings, are based on input from clients who told us about the main challenges they faced during lockdown and what to consider for the workforce of the future.