It’s the end of another week, and time for a summary of the week’s happenings in the world of cloud call centers.
Recent research coming out of the U.K. shows that contact centers believe home workers, or home agents, would, in fact, bring flexibility to business operations.
Why? Greater staffing flexibility, highly motivated and more productive agents that offer better customer acquisition and retention, to ongoing customer care, sales and service are the many reasons why home agents are a good option for contact centers. In fact, these points are the most talked in the industry.
Specific to the research from ContactBabel (News - Alert), 73 percent of contact centers that do not currently employ home agents believe that it would bring greater flexibility to add new agents and open for longer hours. For more on this research, click here.
If there’s any time for enterprise contact centers to transition to the cloud, the time is now. In addition to gaining the flexibility, scalability and affordability typically associated with cloud-based call centers, premise-based call centers will now get an additional bonus in doing so.
3CLogic (News - Alert), a provider of a cloud-based contact center solution hosted on Amazon Web Services, has launched a four-point incentive program to give an extra push to enterprise customers currently constrained by their antiquated call center technology. By enrolling in the program, enterprise contact centers will be able to switch to a cloud-based solution that fully integrates with their existing CRM systems. To learn more about the CRM Connector Package, click here.
Capping off the week, the Kessler Foundation awarded a grant to NTI for Americans with Disabilities to Work from home. NTI is a nonprofit organization that provides job opportunities for Americans with disabilities that require home-based work. This is for Americans with disabilities that live anywhere in the U.S. in work-at-home jobs such as customer service agent jobs in virtual contact centers. It will use the grant in a two-year pilot program.
NTI has worked for over 15 years with employers, Social Security Disability Insurance, and with vocational rehabilitation services that work with disabled individuals.
For more cloud call centers news, be sure to visit TMCnet again next week for all the latest developments.
Erin Harrison is Executive Editor, Strategic Initiatives, for TMC, where she oversees the company's strategic editorial initiatives, including the launch of several new print and online initiatives. She plays an active role in the print publications and TMCnet, covering IP communications, information technology and other related topics. To read more of Erin's articles, please visit her columnist page.
