Managing Work from Home Contact Center Agents

Introduction

Our cloud capabilities allow agents to work from anywhere and still function as a cohesive team from a system management, agent supervision, and even customer standpoint. And with the collaborative tools available through RingCentral MVP, working from home does not mean working in isolation for your agents. Use team messaging, calling, and video meetings to build connections and have those one-off conversations that are needed to solve the hard customer questions.

But having the software capabilities to route customer interactions to agents at home is only half of the preparation equation. Your contact center must also have a business continuity plan for other resources to make remote work a functional reality.

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