These may include VPN hardware devices, SIP phones, or even requiring landline phones at agents’ homes, requiring hands-on assistance from networking, security, and telephony teams. With on-premises contact center solutions, enabling agents to work from home can have complex requirements. On-premises contact centers challenged to support remote agents This blog post covers how you can set up remote agents in minutes to support your customers and employees using Amazon Connect. All that is needed to make this a reality is an Amazon Connect instance, a laptop, and an internet connection. Managers can view dashboards, run reports, monitor service levels, listen to call recordings, and track contact center performance- all from home. Supervisors can monitor and coach agents in real time as if they were all sitting in the same office. Agents can receive inbound and make outbound calls or chat interactions. Agents, supervisors, managers, and administrators can work from home and still be able to perform all of their daily contact center activities. They are, by and large, limited by their contact center’s underlying technology, making it hard for them to work remotely.until now.Īmazon Connect enables businesses to have a fully operational contact center that can be accessed from virtually anywhere. They are often tethered to a physical phone, tied to a desk in an office. However, legacy contact center workers have not been so fortunate. They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home).
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