remote agent

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By: LogMeIn     Published Date: Mar 19, 2015
In today’s competitive market, you understand the importance of delivering outstanding customer experience while improving service desk productivity and keeping costs low. Remote support solutions enable you to meet these objectives by allowing agents to connect to remote devices and computers, pull system diagnostics and push configurations to deliver personalized hands-on support. With these solutions, you no longer have to walk novice users through detailed recovery procedures or complex settings. This white paper details how remote support solutions enable your organization to increase customer satisfaction, reduce costs by improving productivity, improve support metrics, and solve complex problems in a highly secure environment.
Tags : remote support, customer care, customer experience, customer service, remote devices, cost, productivity
     LogMeIn
By: 8x8 Inc.     Published Date: Aug 09, 2017
The 8x8-CCNG survey shows more and more companies are moving their contact centers to the cloud, and for a range of reasons that is appealing to almost every business center. Most prominent among those objectives are better business continuity, scalability, supporting remote workers, and integrating new technologies like multi-channel capabilities. Does your contact center employ remote agents? More than half do or respondents do! Across industries, prioritizing top talent and supporting remote workers is a growing concern. Cloud contact centers support this objective by making the full set of technologies and features available to all users, wherever they are located. Download now to learn more.
Tags : 8x8, cloud contact center, remote work, scalability, cloud computing
     8x8 Inc.
By: LogMeIn Rescue     Published Date: Oct 21, 2013
This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.
Tags : logmein, customer experience, customer support, support, support desk, remote support, remote support technologies, remote support solutions, remote support software, saas, support agents, customer satisfaction, software development, business technology
     LogMeIn Rescue
By: LogMeIn Rescue     Published Date: Oct 21, 2013
This guide details the factors that impact the purchasing decision of a remote support tool and provides a checklist for use as you work through your remote support solution selection process.
Tags : logmein, remote support, remote support tool, support desk, remote support solutions, support agents, core functionality, usability, customization, branding, security, scalability, deployment model, remote support software, software development, business technology
     LogMeIn Rescue
By: 8x8 Inc.     Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center. Download this complimentary report to learn: Major business drivers that are leading contact centers to cloud Surprising top method for measuring and improving agent performance Concerns and obstacles around moving to the cloud Increased prevalence of remote working and key challenges reported The most popular non-voice channels contact center managers would like to incorporate
Tags : cloud contact center, ccng, analytics. remote working, non-voice channels
     8x8 Inc.
By: Interactive Intelligence     Published Date: Oct 10, 2012
Download this whitepaper to learn 11 ways that you can leverage remote agents.
Tags : remote agents, home agents, customer experience, customer contact, contact centers, business technology
     Interactive Intelligence
By: NACR     Published Date: Feb 09, 2015
Do you know what the compliance issues are for your organization and the technology solutions you might consider? Download this guide to learn what you need to know.
Tags : nacr, compliance, technology, technology solutions, regulations, software compliance – contact center, data security, customer security, hippa, biometrics, wfo, speech analytics, sarbanes-oxley, big data, telecommuting, remote agent, telemarketing, caller id, call recording, predictive dialers
     NACR
By: Interactive Intelligence     Published Date: Feb 21, 2013
This two part paper is a review of a remote agent case study. This first part looks at the issues faced and the benefits received from the people side of the project: How the agents and management of a remote solution can positively affect customers.
Tags : case study review, customer service metrics, interactive intelligence, remote solutions, knowledge management, enterprise applications, data management, business technology
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
The economic pressures of the last three years have forced businesses to focus on cost reduction, often ahead of everything else. At the onset, the belt-tightening in the customer contact organization was viewed as temporary. Read on for more.
Tags : home agent series, leveraging technologies, remote agents, interactive intelligence, enterprise applications, data management, business technology, data center
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
Tags : interactive intelligence, contact centers, organizations, deployment, cloud, solutions, seasonal traffic, infrastructure
     Interactive Intelligence
By: Echopass     Published Date: Sep 07, 2007
Not all companies that have adopted multi-sourcing have realized the expected levels of savings.  A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
Tags : multi-sourcing, call center outsourcing, remote agents, disaster prevention, ip call center, ip contact center, contact center solutions, contact center software, hosted call center, contact center, on-demand contact center, hosted contact center systems, crm, echopass
     Echopass
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