Agents can quickly return to supporting – and building relationships with – their ever-demanding customers, while the IT department can focus on bigger picture strategy.ĬCW Digital crowns PingPlotter as a standout solution in this Network Monitoring & Management Solutions market. Modern tools empower companies and their remote agents to diagnose and troubleshoot connection issues in an intuitive manner. Some agents will join team Zoom meetings from poorly lit home offices with tacky background furniture.Ĭonnection issues, on the other hand, most certainly do have a solution. Some agents will work in cramped city apartments with an abundance of street noise, pet disruption, and roommate interference. Noting vast discrepancies in at-home work environments, a staggering two-thirds of leaders cited poor connections as a major challenge in CCW Digital survey on contact center strategy. No challenge ranks higher than interaction quality. Contact center leaders have spent the past two years uncovering numerous challenges that they must correct if work-from-home is to transition from crisis response to elective strategy. Leaving no doubt about the value of remote work, a whopping 91% of contact center leaders say they have no plans to ever return to a wholly on-site model.Īccepting remote work as a viable option is not, however, the same as calling it a perfect one.
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