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Are Remote Contact Centers the Future?

We saw many businesses adapting to the demand for working remotely due to the pandemic. Contact centers were one of the most affected industries with a rise in remote contact centers. However, as economies open, what does the future hold for these remote contact centers.<br>For the complete report visit: https://tinyurl.com/yy5swu62

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Are Remote Contact Centers the Future?

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  1. WHITEPAPE R Are Remote Contact Centers the future? Reimagining Remote Customer Experience in the Pandemic Era W W W . A M E Y O . C O M

  2. Executive Summary As a worldwide concern over COVID-19 (coronavirus) grew, we saw businesses adapting to the new way of working. Contact centers saw some significant changes as the managers and agents transitioned to a remote working environment. But the question remains - is this short term or are we looking at remote contact centers as the new way of working. 71% businesses are looking at remote operations for the long term

  3. Introduction With COVID-19 affect i ng all walks of life, people are getting accustomed to the new normal that calls for social distancing rules to be followed at the workplace. This has led many contact center managers to make their workforce work from their homes. But that poses its own challenges from available infrastructure to remote monitoring of agents and devices. Evolution of the Workplace As the contact centers were scrambling to get used to the “newnormal”, unlike popular belief they were fight i ng with an exponential increase in the call volume - calls from panicked aggravated customers. The customers who would earlier just visit the store to buy something or return an item were also relying on the r-commerce sector. Thus, leading to more chaos and fewer resources. This transition also led many of the businesses to move to a virtual call center as the on-premise solution was not working for them. According to an article by Customer Contact Week Digital, approximately 90 percent of global organizations currently use an on-premises solution for their contact centers (as a primary means of consumer engagement), leaving them ill-equipped to manage the robust scaling of digitization and remote work that is the need of the hour.

  4. 100+ Enterprises get Work from Home Ready with Ameyo Looking to Transform Your Customer Experience? Talk to our CX Experts We understand you world About Ameyo Ameyo is an Omnichannel customer engagement platform that helps businesses go remote with its 6 Unique Work from Home Solutions and help them streamline their customer service, customer support, and collection processes. Ameyo’s robust platform is available for on-cloud and on-premise implemen- tation with private, public, as well as hybrid instances. It has pre-built integrations with all major industry-grade CRMs. Ameyo provides strong omnichannel capabilities of Voice, IVR, ACD, dialers, email, chat, video and social media such as Instagram, Google Playstore, Twitter, Facebook & WhatsApp. Website: www.ameyo.com Email: info@ameyo.com

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